Senior NOC Technician
Madison, WI 
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Job Description
Senior NOC Technician
Job Locations US-Remote Location
ID 2021-17763
Company TDS Telecom
Overview

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.

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.
  • Manages ticket/trouble progression to resolution for Field Services, Advanced Technical Support and Carriers.
  • Troubleshooting assistance with Advanced Technical Support
  • Familiarity with all switching platforms.
  • 2 years Voice/Data troubleshooting or TDM switching experience.
  • Provide technical training to peers.
  • Advanced Voice/Data resolution capabilities.
  • Able to effectively troubleshoot most voice and data troubles in the TDS network.
  • ATS/Deployment/ mentorship program.
  • Participate on network upgrades.
  • Responsible for documentation and training of peers.
  • Team lead technical resource & Leadership responsibilities within Team.
  • SME on primary switching platforms (Nortel, EWSD, DCO, Lucent, Metaswitch, Broadsoft, etc).
  • CCNA certification.

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.

Qualifications

Required Qualifications

  • Associates Degree (or higher) -OR- 2+ years of professional work experience -OR- current military service, or primary military service with honrable 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.

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.

Benefits

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!


Employment at TDS is subject to post-offer, pre-employment drug testing.

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!

 

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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