Senior Network Operations Center Technician
Madison, WI  / Bend, OR 
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Posted 24 days ago
Job Description
Senior Network Operations Center Technician
Job Locations US-WI-Madison | US-OR-Bend 
ID 2020-16097
Company TDS Telecom
Overview

The Senior Network Operations Center Technician is responsible for various functions within the Network Operations Support area. The Senior Network Operations Center Technician  is responsible for shift operations of the Network Operations Center (NOC).  This center provides network management services across the voice, video, and data network of TDS TELECOM and other organizations as required 7/24/365.  Other users of the NOC include the Customer Contact Centers, Carrier Service Center, Network Implementation and Optimization, Advanced Technical Support, Field Services, and to a lesser extent all TDS TELECOM departments. 

 

The NOC recognizes, acknowledges, fixes, documents, and clears trouble ticket conditions. Dispatches appropriate field personnel or level 2 support resources to assist in trouble resolution when required. 

 

The Senior Network Operations Center Technician provides support through troubleshooting alerts in the TDS network, works with carriers and works closely with Field Service Technicians to resolve troubles. This position also provides 1st level support for Advanced Technical Support teams and Field Services in a quality-oriented, professional manner that would aid and facilitate the teams in exceeding customer expectations.

 

****This is a third shift position that must be worked out of our NOC facilities in Madison, Wisconsin, or Bend Oregon, the hours are Sunday - Wednesday 10:00 pm-8:30 am CT/8:00 pm-6:30 am PT with the Sunday shift starting at 10:00 PM on Saturday****

Responsibilities

Troubleshoots, analyses, resolves, and escalates network troubles.  This specifically includes the following:

    Monitors alerts/trouble tickets to ensure that service levels are being met.
  • Manages alerts/trouble tickets during an outage including providing internal notifications.
  • Responds to law enforcement requests (CALEA) while also maintaining confidentiality.
  • Troubleshoots voice, data, and video troubles.
  • Provide troubleshooting support for Field Services technicians.
  • Team lead technical resource & Leadership responsibilities within Team.
  • SME on primary switching platforms (Nortel, EWSD, DCO, Lucent, Metaswitch, Broadsoft, etc.).
  • CCNA certification.

Secondary Job Functions.

  • Other projects as directed by immediate supervisor.
  • Keeps current with changes in the telephone industry and ongoing initiatives in other TDS functional units
Qualifications

Required Qualifications:

  • Associates Degree (or higher) -OR- 2+ years of professional work experience –OR- current military service, or prior military service with honorable discharge.
  • 3+ years of computer applications experience with a strong proficiency in MS Office applications.
  • 2+ years of VOIP troubleshooting experience and/or 2 years TDM switch experience.
  • 2+ year of NOC experience troubleshooting VOIP and/or TDM switch programming.

Other Qualifications:

  • 2+ years of telecommunications or customer service experience in a trouble resolution environment is preferred.
  • Ability to work mandatory overtime during peak periods of the year.
  • Thorough understanding of the Residential/Business order process.
  • Willingness to work and make decisions in a rapidly changing and uncertain environment.
  • Training in Data, Voice, or Video Network Technologies is a plus.
  • Good technical and analytical skills are necessary.
  • Strong verbal and written communications skills.
  • Good client and vendor relations skills and interpersonal skills.
  • A professional attitude and courteous manner towards clients, partners and staff.
  • Ability to adapt quickly to change and prioritize work activities in response to changes, challenges or demands.

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to 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!


Employment at TDS is subject to post-offer, pre-employment drug testing. EEO/AA Employer/Vets/Disability.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
2+ years
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