NOC Tech Support

Knoxville-Utilities-Board; Knoxville (TN); Presencial; USD 42.000 - 64.000; Jornada completa

Descripción de la vacante

Knoxville Utilities Board is seeking a Network Operations Center Technician to join a customer-focused call center. You will provide technical support for internet, phone, and TV services, guide customers through troubleshooting, and document interactions in a ticketing system.

Shifts include Friday to Monday: 9:00 AM - 7:30 PM, plus weekend overnight rotations. A high school diploma and strong customer service skills are essential.

Formación

• High School diploma or equivalent.
• Strong customer service skills including information-gathering and problem solving.
• Working knowledge and ability to support technical equipment & devices.

Responsabilidades

• Provide technical support for internet, phone, and TV services.
• Guide customers through step-by-step troubleshooting.
• Document customer interactions and solutions in a ticketing system.
• Monitor and escalate issues beyond the customer's home from the Network Operations Center.

Conocimientos

Customer service

Information gathering

Problem solving

Educación

High School diploma

Herramientas

Ticketing system

Descripción del empleo

Classification: IT Technician

Work Hours: 40+ hours / week: Nights, Weekends, and Shift Rotations

About KUB: KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 520,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.

About the Role:

Are you a tech-savvy problem solver who enjoys helping people? Join our team as a Network Operations Center Technician in a customer-focused call center environment, providing technical support and education for internet, phone, and TV services. You'll guide customers through step-by-step troubleshooting and provide first-call resolution for service installations and equipment such as Amazon Firesticks, VOIP phones, remote controls, Wi-Fi access points, and in-home networking devices. You'll document customer interactions and solutions in a ticket-based system while also helping monitor and elevate issues beyond the customer's home, such as network outages, within our Network Operations Center (NOC). If you enjoy simplifying technology, solving problems, and providing friendly, professional customer support, we'd love to have you on our team.

Available Shifts:

• Friday - Monday: 9:00 AM - 7:30 PM
• Friday - Monday: 12:00 PM - 10:30 PM
• Weekend Overnight Shift: 6:00 PM - 6:30 AM Friday - Sunday, 6:00 PM - 2:30 AM Every other Monday.

Physical Requirements:

Sedentary Work - Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Physical demands for a specific position within this classification may vary and / or exceed those demands described above.

Minimum Requirements:

• High School diploma or equivalent
• Strong customer service skills including information-gathering and problem solving
• Working knowledge and ability to support technical equipment & devices
• Valid driver's license
• Night and weekend work is required for this position

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements:

• Customer service experience, preferably in a technical support call center environment
• Experience in a telecommunications environment or networking certifications
• Experience with installation, configuration, and troubleshooting network issues and peripheral streaming devices
• Experience using a ticketing system

About the Selection Process:

Phase 2 – Experience, training, and education evaluation

Phase 3 – Interview with department representatives

Phase 4 – Written, performance, and behavioral exercises

Phase 5 – Background Investigation

Phase 6 – Physical assessment and/or drug screen

KUB is part of the Tennessee Drug Free Workplace Program

If special accommodations are needed at any phase of the selection process, please notify Human Resources in advance.

Knoxville Utilities Board is an Equal Opportunity Employer