Working under direct supervision in a team environment, responsible for focusing on both outages and impairments, performs first-level Managed Wi-Fi network surveillance, alarm and intake triage and correlation of key information, ticket dispatch, fix agent support and driving toward ticket resolution. Leverages alarm, telemetry, network topology and other data sources to identify network outages and impairments to minimize Mean Time to Repair (MTTR). Ensures the details and information provided to the fix agent drive reduced restoration times and improved fix agent efficiency.

　　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.

　　Makes outbound calls to external customers and receives warm hand-off calls from CSCO Analyst and other care organizations.

　　Resolves problems over the phone to reduce as many truck rolls as possible.

　　Recognizes accepts and prioritizes the urgency of trouble ticket resolution and can manage multiple priorities associated with simultaneous demands

　　Accountable for staging severity levels based on outage investigations.

　　Uses all available monitoring equipment to proactively identify area problems.

　　Outage L1 - Troubleshoots / tracks down 'system' problems (Whole area /node/Property).

　　Escalates to L2 - Notify and dispatch technicians to the site and or Comm Sol Central Specialist II for review.

　　Performs sur veillance 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 outage impacting events.

　　Communicates the status of outage events and escalates as necessary in accordance with established standards.

　　Takes appropriate action and/or works with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for Managed Wi-Fi-owned issues in accordance with company standards.

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

　　Promptly escalates issues and collaborates with others to resolve software and hardware issues.

　　Provides on-call coverage as scheduled and consistent with Charter Communications Inc. policies and procedures.

　　Performs other duties as assigned.

　　Required Skills/Abilities and Knowledge

　　Ability to read, write, speak and understand English

　　Knowledge of Hybrid Fiber-Coax network concepts, DOCSIS and end-user support principles

　　Knowledge of existing Managed Wi-Fi tools and basic ability to use the tools to effectively troubleshoot basic 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 Demonstrated knowledge of desktop computer hardware and software (monitoring tools) used to analyze network performance

　　Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the Hybrid Fiber-Coax to efficiently resolve plant issues

　　Basic understanding of network architecture, topology principles and troubleshooting standards

　　Understands network architecture, principles and the how the various alarm sources and other available data related to specific outage conditions.

　　Required Education

　　Two-year degree or certificate in telecommunications or IT

　　Certifications with IT emphasis

　　Certificate in A+, Network+, CCENT, CCNA, Ruckus Wise Certification

　　Required Related Work Experience and Number of Years

　　24x7 Operations Center experience - 2

　　OR

　　Cable or telecommunications experience (Field Ops, HFC Plant Troubleshooting, or Maintenance Tech) - 2

　　OR

　　NOC, Dispatch, Call Center, or help desk support experience - 2

　　Working Conditions

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

　　24x7 fast paced environment

　　Physical Requirements

　　Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment.

　　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/)