Job Description:

Senior NOC Technician

Job Locations

US-WI-Madison | US-OR-Bend

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 I 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 I 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.

TDS Telecom, headquartered in Madison, WI, employs nearly 2,700 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000 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 tdsinc.com.

Responsibilities

Monitors network status, alarm clearing, alarm documentation, answers calls, troubleshoots network troubles, and documents work accomplished.
• Assists with network upgrades and software patching.


• Trains to keep abreast of current and future equipment


• Documents work accomplished, events occurring, transfer of responsibility from shift to shift.


• Provides technical training to personnel.


• Participates in quality improvement activities


• Participates in department projects.


• Troubleshoots, analyses, resolves, and escalates network troubles. This specifically includes the following:
  
  
  • Provides ticket status updates.
  
  
  • Monitors trouble tickets to ensure that service levels are being met.
  
  
  • Responds to Emergency CALEA requests, while also maintaining confidentiality.
  
  
  • Remotely tests trunks, and other facilities.
  
  
  • Makes device configuration changes for voice, data, and video troubles.
  
  
  
  

Qualifications

Required Qualifications

Necessary Education or Work Experience:

• Technical degree or high school diploma with equivalent work experience.


• 2 or more years maintenance experience on 2 of the major switching platforms used in the TDS Telecom networks. (Lucent, Siemens and Nortel equipment) or 2 or more years of experience working with the data network equipment used in the TDS Telecom network.


• CCNA


• Strong Knowledge of Telephony Transmission Technology and of Transmission Systems.


• Helpdesk or customer care experience.


• Computer applications experience required.

Required Knowledge and Skills:

• Strong technical and analytical skills are necessary


• Requires some technical knowledge of data communications including switching architectures, protocols, hardware and software.


• Strong leadership skills.


• Good presentation, verbal and written communications skills


• Good client and vendor relations skills, and interpersonal skills.


• Able to appropriately deal with conflict and high visibility situations and bring about positive results.


• Able to make timely decisions, and able to make difficult decisions concerning complex issues often in areas where there is no precedent.


• Able to adapt quickly to change and prioritize work activities in response to changes challenges or demands.


• A professional attitude and courteous manner towards clients, partners and staff.


• Intermediate knowledge of the Advance Intelligent Network (AIN), STP's, SCP's, SCN's, and other SS7 adjuncts and services.


• Knowledge of the various major switching platforms used by TDS Telecom.


• Knowledge of the various other types of telephony and data communications including power, special circuits, DACS, Fiber Optics, etc.


• Actively participate in process management and demonstrate commitment to continual process improvement.

Other Qualifications

• Knowledge of other telephony and switching architectures.


• Some knowledge of the Advanced Intelligent Network (AIN), STP's, SCP's, SCN's, and other SS7 adjuncts and services.


• Knowledge of the various major switching platforms used by TDS Telecom.


• Knowledge of the various other types of telephony and data communications including power, special circuits, DACS, Fiber Optics, etc.

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.

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 clickhere.

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