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
TailWind Voice & Data is a telecommunications company providing IT, network, and carrier infrastructure services. It was founded in 2005, and is headquartered in Minnetonka, Minnesota, USA, with a workforce of 51-200 employees. Its website is http://tailwindvoiceanddata.com.