The Senior NOC Technician is responsible for shift operations of the Network Management Operations (NMO). This center provides network management services across the voice, video, and data network of TDS Telecom and other organizations as required. Other users of the NOC include the Trouble Resolution, Advanced Technical Support, Field Services and to a lesser extent all TDS Telecom departments. The Network Management Operations Center may also provide services to other TDS Inc. business units such as USCC, and may provide services tailored to meet the specific needs of TDS customers.
The NOC Technician recognizes, acknowledges, fixes, documents, and clears trouble ticket conditions. Dispatches appropriate field personnel to assist in trouble resolution when required. Tests lines, trunks, and other facilities remotely when required. Works with local personnel to assist them in trouble resolution, etc.
The NOC Technician provides support through troubleshooting network and customer issues, analyzes customer records, works with line vendors and dispatching and works closely with Field Service Technicians to resolve customer and network troubles and provides 1st level support for Customer Contact Centers and Field Services in a quality-oriented, professional manner that would aid and facilitate the teams in exceeding customer expectations.
**The shift for the role is 3rd shift 11pm-7:30am, Monday-Saturday**
TDS Telecom, headquartered in Madison, Wis., employs 2,900 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000 company. Founded in 1969, TDS Inc. employs 9,100 people and has approximately six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit tdsinc.com.
Troubleshoots, analyses, resolves, and escalates network troubles. This specifically includes the following:
Assists and supports Customer Contact Centers, Field Services, Marketing and Sales departments in duties such as resolving network troubles, updating tickets, answering phone calls and responding to e-mails with updates within the established Service Level intervals
Participates in quality improvement activities.
Trains to keep abreast of current and future network equipment and company processes.
Acts as first level escalation for trouble resolution. Performs escalations to TDS management and partner companies for trouble tickets that have missed service level targets.
Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee regularly communicates with customers. The employee is frequently required to move about and reach for items. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
This position may require working outdoors, in mechanical/ equipment rooms, and possible extreme weather conditions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
As a part of your total compensation, #TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.
At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!