NOC Technician II (Remote)

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid parental leave
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance
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Overview:

In your role as the NOC Technician II, you may be used for various functions within the Network Operations Support area. 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.

As the NOC Tech II, you will recognize, acknowledge, fix, document, and clear trouble ticket conditions. Dispatches appropriate field personnel or level 2 support resources to assist in trouble resolution when required.

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 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 position has a scheduled shift of Thursday-Monday; 7:00am-3:30pm CST.
This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.
This position can be hired at multiple levels dependent upon on the assessment of skills and qualifications of the candidate. Please submit an application at each level you are interested in and qualified for. Unique job postings exist for each of these levels. You may reference each job posting via the Career Portal search function to review the required qualifications unique to each level.

NOC Technician I, 2023-22641
NOC Technician II, 2023-22642
NOC Technician III, 2023-22643
Sr NOC Technician, 2023-22644

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 growing 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.

Responsibilities:

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

Requirements

• 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.

Other Requirements

• 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 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!

Pay Range: $21.75 - $32.62