Network Operating Center- Tech 1

TailWind specializes in providing strategic Information Technology solutions for its clients throughout the USA and Canada. Since our founding in 2005, TailWind has become the premier national service provider nationwide Enterprise companies entrust to deliver on their IT initiatives. Our strategic value-driven solutions ensure that our customers realize optimal benefits of lowered costs, increased reliability, scalability and reduced risk, across their geographically diverse locations. TailWind’s core values are personified in our employees and partners with integrity, passion and the vision required to guarantee the success of our IT deployment services.

TailWind offers a full benefits package including HealthiestYou!, 401K match, Accrued PTO, Birthday PTO, Company sponsored life insurance, Medical, Dental, Vision, FSA Dependent Care, HSA, and supplemental benefits. 

Compensation for this position is $20-24 per hour based on experience. 

TailWind is seeking a Network Operations Center Technician 1 for our fast-growing company. The NOC Tech 1 will support connectivity issues and assist onsite resources with technical troubleshooting & escalations.  This is an entry level position that requires some technical skills.  

Essential Functions

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

Required Education and Experience

• 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.

Compensation$21.00 to $24.00 Per Hour