[Remote] Network Operating Center- Tech 1

Note: The job is a remote job and is open to candidates in USA. TailWind Voice & Data specializes in providing strategic Information Technology solutions for its clients throughout the USA and Canada. They are seeking a Network Operations Center Technician 1 to support connectivity issues and assist onsite resources with technical troubleshooting and escalations.

Responsibilities

• Triage and begin troubleshooting incoming tickets via email, telephone, and internal systems
• Monitor various ques for new submissions
• Proactively open tickets based on node performance
• Receive, triage, and assist escalations from onsite resources
• Engage third party resources to ensure speedy and accurate, troubleshooting and resolution
• Follow documented procedures to record issue resolution
• Ensure timely follow up and resolution on trouble tickets
• Meet goals for Service Level Agreements, Call Length, Call Quality, Documentation, etc
• Route calls to the appropriate technical team members
• Provide support to change management events
• Other duties as assigned

Skills

• Demonstrate an understanding of effective troubleshooting skills and the ability to use them
• Excellent communication and customer service skills
• Ability to apply knowledge and improve skills based on telecom and IT functions
• Must be available for variable day time shift work and for occasional on-call shifts
• Self-starter with proven ability to work independently and with a team
• Ability to develop and maintain relationships with customers, technicians, and other team members
• Professionalism, strong work ethic, confidentiality, and commitment to integrity
• Basic network knowledge is a plus

Benefits

• HealthiestYou!
• 401K match
• Accrued PTO
• Birthday PTO
• Company sponsored life insurance
• Medical
• Dental
• Vision
• FSA Dependent Care
• HSA
• Supplemental benefits

Company Overview