National Network Operation Center Support Specialist - 3rd Shift - ENG001092

The NNOC Support Specialist provides support for the National Network Operation Center organization and ensures compliance with legal subpoena requirements, management of inbound/outbound call operations, and tracks critical functions related to USCC associates and vendors. The position will provide these essential functions within the National Network Operations Center (NNOC) third shift environment.

• Process Exigent requests from law enforcement agencies (LEA's) that come in after normal business hours or on holidays and weekends.
• Review all subpoenas to ensure that they are legitimate and comply with all applicable State and Federal laws.
• Determine the appropriate course of action to provide the requested subscriber information, customer call history records, billing, and credit history information.
• Ensure that all valid requests from LEA's are processed as quickly as possible, and within the specified period, preventing the company from receiving legal penalties or fines.
• Log all pertinent data concerning each LEA request into the CALL DUMP data base and maintain files of each subpoena and court order received, including the data provided to the LEA's for possible use in subsequent court appearances.
• Coordinate closely with all internal and external groups which are required to support the Subpoena, Court Order and CALEA intercept functions (i.e., corporate and field network operations, Sales Operation, Engineering, etc.).
• Minimal local travel may be required to appear in local, State and Federal courts to provide expert witness testimony concerning the accuracy and validity of information provided to the LEA's.
• Accurately record data to assure that it is billed properly.
• Partner with the Subpoena team to keep current on changes in regulation or technology/systems.
• Creation of Change Request tickets which require data lookup and interpretation of high level impact based on telco/vendor emails.
• Answer inbound calls pertaining to vendor sign in & out and process them utilizing NNOC tools.
• Place outbound calls to gain status updates on established tickets and document accordingly
• Management of tickets; including ticket follow-up and notation.
• Manage any special assignment provided by NNOC leadership, such as documentation creation, process verification or other NNOC based support services.
• Participate in available technical and personal development opportunities.

The preceding job description indicates the general nature, essential duties, and responsibilities of work to be performed. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications required to do this job. To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma, required. 1-2 years of solid administrative assistant skills.
• Proficient with Excel, Word and Outlook
• 2 years in a Customer Service role preferred.
• 1 -2 years in a legal support role preferred.
• Functional and working knowledge of Microsoft Windows and MS Office suite
• Proficient in Excel, Word and Outlook.
• Knowledge of the CALEA ACT of 1994 and knowledge of Federal and State laws (Helpful but not required).
• Knowledge of Subpoenas, court orders, pen registers, and Title III wire taps.
• Good understanding of business operations, switch locations, phone features and services.
• Strong interpersonal and communication skills and the ability to communicate effectively with co-workers in all areas of the company and with outside vendors and the various LEA's.
• General understanding of basic network operations and related terminology.
• Must be very detail oriented with a strong focus on accuracy, completeness and timeliness
• Must maintain the highest levels of confidentiality and person integrity when dealing with confidential requests for customer information or when dealing with sensitive internal employee/contractor issues.
• Preferred skills in Remedy SMART BMC ticketing system
• Hourly Position requiring shift work to support 7x24x365 operation - Role will be on 3rd shift 10pm to 630am CT. Flexibility in work schedule (hours and days) required - Weekend hours will be required
• This position requires data entry, high level investigation, data analysis and interpretation
• Ability to manage multiple tasks in a fast paced and evolving environment
• Ability to work as both a team player and individual contributor and must be willing to work 3rd shift (Tuesday-Saturday 10pm to 6:30am)

Job : Engineering

Location(s) : Illinois-SCHAUMBURG_IL

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.