NOC Tech Support (Nights/Weekends)
Classification: IT Technician
Work Hours: 40+ hours / week: Nights, Weekends, and Shift Rotations - See additional information below
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 486,000 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: This position will provide technical problem resolution and education to customers, while working in a call center environment. The position will guide customers through step-by-step problem resolution with products like internet, phone, and TV services. Daily activities will include providing first call resolution of customer issues related to service installation, supporting peripherals such as streaming devices like Amazon Firesticks, VOIP phones, remote controls, WIFI access points, and in-home network equipment. The representatives will work in a ticket-based system providing details about the customer account and documenting the solutions provided. They will be responsible for identifying and escalating tickets appropriately to the Network Operations Center (NOC) for resolution of issues beyond the customers home, such as network outages. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
Work Hours: Shifts run 24 hours a day, 7 days a week, 365 days a year. We are hiring for our weekend shifts, which are split between a day shift, a mid shift, and a night shift. The shifts run Friday-Monday, with the night shift starting Thursday night. The hours for these shifts are: Day Shift: 6:00 AM-4:30 PM, Mid-Shift: 12:00 PM-10:30 PM, Night Shift: 9:00 PM -7:30 AM.
Qualifications
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
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
Selection Process
About the Selection Process:
Phase 1 – Apply online at www.kub.org
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