NOC Technician II

Responsibilities

• Troubleshoots, analyzes, resolves, and escalates network troubles.
  • 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.
• Provides technical training to 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.
• Absorbs 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 ongoing initiatives in other functional units.

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.
• 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.
• 2+ years of telecommunications or customer service experience in a trouble resolution environment is preferred.
• DS Repair experience or NOC experience is a plus.
• A+, Net+, or CCNA certifications are a plus.
• 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.