Working under direct supervision in a team environment, responsible for basic monitoring activities to include alert analysis of Wi-Fi managed network equipment. This includes, but is not limited to: customer data and network elements (devices, IP addresses, circuit IDs, vlans, CPE/HE/Core network configuration of services and documentation). Responsible for alarming and intake triage, correlation of key information, ticket creation and initial engagement of proper fix agent support teams.

　　Actively and consistently support all efforts to simplify and enhance the customer experience.

　　Able to perform basic troubleshooting and create tickets from active alarms.

　　Responsible for performing investigations of property equipment as monitoring alarms are received.

　　Accountable for staging severity levels based on alert investigations.

　　Uses all available monitoring equipment to proactively identify area problems.

　　Escalates to L2 - Notify and dispatch technicians to the site.

　　Performs surveillance of Wi-Fi network using all applicable systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.

　　Acknowledges basic impairment alarms and performs basic to intermediate troubleshooting, analysis, triangulation and correlation of network alarms and other data sources to identify and dispatch field technicians on impacting events.

　　Performs notification and communication of network events using established protocols and support systems.

　　Identifies, documents and internally escalates issues related to groups outside the CSRC where additional coordination is necessary and assists as needed.

　　Performs other duties as assigned.

　　Required Skills/Abilities and Knowledge

　　Ability to read, write, speak and understand English

　　Knowledge of HFC network concepts, DOCSIS and end-user support principles

　　Knowledge of Managed Wi-Fi tools and basic ability to use the tools to effectively troubleshoot basic Wi-Fi related issues

　　Ability to work well with others as part of a team environment

　　Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists

　　Knowledge of desktop computer hardware and software (monitoring tools) used to analyze network performance

　　Ability to use online knowledge systems and search for reference procedures and work aids (paperless resources)

　　Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues

　　Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment

　　Required Education

　　High School Diploma or equivalent

　　Required Related Work Experience and Number of Years

　　24x7 Operations Center experience - 1

　　Cable or telecommunications experience (Field Ops, HFC Plant Troubleshooting, or Maintenance Tech) - 1NOC, Dispatch, Call Center Tier or help desk support experience - 1WORKING CONDITIONS

　　Office environment

　　Must be able to work all shifts including evenings, weekends and some holidays

　　EOE

　　Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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　　Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensivepay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

　　A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

　　Get to Know UsCharter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.Watch this video to learn more. (https://www.youtube.com/watch?v=N-HEOHIAU7Q)

　　Who You Are Matters HereWe’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)