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Job Details

Tier II Help desk/Noc Technician - Military veterans preferred

Company name
Kelly Services, Inc.

Raleigh, NC

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Job Description\r
*Must have a CCENT\r
Provides technical support to Field Operation Technicians with service activation and trouble resolution. Responsibilities include supporting provisioning and repair activities for all residential video, voice and data services. Provides administrative assistance to the technicians to include: account information, verification of services, not home verification, and work order processing and completion.\r
Major Duties\u00a0\r
\tProvide Tier II support to Field Ops Technicians\r
\tActively and consistently support all efforts to simplify and enhance the customer experience\r
\tMakes outbound calls to all customer \trouble\ appointments, resolves problems over the phone and cancel as many truck rolls as possible.\r
\tUses all available monitoring equipment to proactively identify area problems; Notify and dispatch technicians to the sight; Cancels all associated truck rolls.\r
\tMonitors the billing system for errors in appointments and moves, corrects, reassigns, or cancels the appointments to make better use of the work force; Reports all errors through supervision.\r
\tTroubleshoots / tracks down \system\ problems (Whole area / node / neighborhood).\r
\tActively assists field technicians on \problem\ site with all available information.\r
\tActively correlates data between several different reporting sources to identify area problems, dispatches, and cancels truck rolls.\r
\tAssist with training of Technical Service Representative trainees.\r
\tWorks as a team with dispatchers and TAC Specialist, sharing information and each functional area assisting the other with demand duties at the time; Communicates area problems between the two and reduction of truck rolls associated.\r
\tProvide issue resolution and detection assistance to the NOC and OSS teams during outage situations impacting voice, data and video services. Escalate and provide the necessary examples to properly research for resolution\r
\tHandle all inbound calls from Field Technicians and escalate as needed\r
\tAssist Field Techs with account management, i.e. provisioning of equipment, equipment assignments, work order quality assurance and completion\r
*For Immediate consideration please email your resume to*\u00a0\r
Why Kelly\u00ae?
With Kelly, you\u2019ll have direct connections to leading IT organizations in the best companies around the globe\u2014offering you the chance to work on some of today\u2019s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100\u2122 companies, and more than 9,000 IT hiring managers turn to us each year to access the best talent: people like you.
Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today.
Kelly Services\u00ae

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]

Company info

Kelly Services, Inc.
Website :

Company Profile
William Russell Kelly founded the company in Detroit on October 7, 1946, operating as the Russell Kelly Office Service. He is widely credited with pioneering the modern temporary help industry. The company was renamed Kelly Girl Service in 1957, and it became Kelly Services® in 1966 to reflect the growing services of the company. Established in the International Marketplace In 1968, Kelly Services opened its first international office in Toronto, Ontario, Canada. The company’s first European office opened in 1972 in Paris, France. Today, we offer a full suite of outsourcing, consulting, and staffing solutions—delivered globally from over a 70-year heritage of dynamic talent innovations. Total Sales Revenue in 2016 was $5.3 billion. Fortune U.S. Rank Kelly Services is currently ranked 490 in the Fortune 500 list of America’s largest companies.

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