Network Operations Center Technician I, II, III, Sr.

Company: TDS Telecom
Location: Madison
Posted on: May 15, 2020

Job Description:

Overview Come join TDS Telecom as we look to expand our Network Operations team in Madison, WI. We are looking for our next Network Operations Center Technician I, II, III, Sr.As a Network Operations Center Technician I, II, III, Sr, you may be used for various functions within the Network Operations Support area. You would be 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.In this position you will recognize, acknowledge, fix, document, and clear trouble ticket conditions. You will dispatch appropriate field personnel or level 2 support resources to assist in trouble resolution when required.The Network Operations Center Technician I, II, III, Sr provides support through troubleshooting alerts in the TDS network, works with carriers and works closely with Field Service Technicians to resolve troubles. You will also provide 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. Your scheduled shift will be from Sunday - Wed 10:00 PM - 8:30 AM (scheduled day is the morning of - eg. Sunday starts Sat night at 10:00 pm)We can hire this position as a NOC Technician I, II, III, or Senior. Requirements for each position are listed in the qualifications section. We will assess applicants based on skills set and years of relevant experiences.About TDS TelecomTDS Telecom, headquartered in Madison, Wis., employs nearly 2,700 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000(R) company. Founded in 1969, TDS Inc. employs 9,400 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 tdstelecom.com. Responsibilities 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. 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. NOC II Manages ticket/trouble progression to resolution for Field Services, Advanced Technical Support and Carriers.Troubleshooting assistance with Advanced Technical SupportFamiliarity with all switching platforms.2 years Voice/Data troubleshooting or TDM switching experience.Provide technical training to peers. NOC III 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. Sr NOC Team lead technical resource & Leadership responsibilities within Team.SME on primary switching platforms (Nortel, EWSD, DCO, Lucent, Metaswitch, Broadsoft, etc).CCNA certification. Qualifications Required QualificationsNOC I Associates Degree (or higher) -OR- 2+ years of professional work experience -OR- current military service, or prior military service with honorable discharge.1+ years of computer applications experience with a strong proficiency in MS Office applications. NOC II 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. NOC III 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.1+ year of NOC experience troubleshooting VOIP and/or TDM switch programming. Sr NOC 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+ years 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. BenefitsAs 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.

Keywords: TDS Telecom, Madison , Network Operations Center Technician I, II, III, Sr., Professions , Madison, Wisconsin