NOC Technician III

Overview

As a NOC Technician III, you will 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.

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.

In this role, you will provide 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.

Required Work Schedule: Saturday-Wednesday, 7:00am - 3:30pm CST. (Days off: Thursday and Friday)

The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role . Certain positions are eligible for additional forms of compensation such as bonuses and equity awards.

TDS Telecommunications LLC (TDS Metrocom/TDS) is a leading provider of fiber internet service. With more than 50 years of experience, the communications company is building and deploying new, fiber optic networks in neighborhoods across the country to deliver up to 8 Gigabit internet speeds to homes and up to 10 Gigabit internet speeds to businesses. In addition, TDS provides innovative TV entertainment and advanced phone services. Visit tdsfiber.com to learn more.

TDS provides communications services to a mix of small to mid-sized urban, suburban and rural communities throughout the United States. The company employs more than 3,400 people nationwide and is a subsidiary of Telephone and Data Systems, Inc. (TDS Inc.) [NYSE: TDS]. Founded in 1969, Telephone and Data Systems provides wireless, broadband, video and voice; and hosted and managed services to approximately 6 million connections nationwide through its businesses: UScellular, TDS Telecom, and OneNeck IT Solutions. Visit tdsinc.com for more information.

Responsibilities

• Troubleshoots, analyses, resolves, and escalates network troubles. This specifically includes the following: 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.
• 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.
• Other projects as directed by immediate supervisor.
• Keeps current with changes in the telephone industry and on going initiatives in other 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.
• 1+ year of NOC experience troubleshooting VOIP and/or TDM switch programming.
• Must follow the TDS attendance guidelines in order to meet TDS's business needs including but not limited to our obligations to our customers and to our customers' needs.
  
  

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.
  
  

Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role! Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today!

Benefits

Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates). For more detail on the benefits we offer click here .

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

Pay Range (Hr./Yr.)

$24.63/Hr. - $36.95/Hr.