[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 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