Community Solutions Central Operations Analyst I, On Site

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Working under direct supervision in a team environment, responsible for basic monitoring activities to include alert analysis of Managed Wi-Fi 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.

MAJOR DUTIES AND RESPONSIBILITIES

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 complex issues to L2 Com Sol Cntrl Ops Analyst II who will 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 QUALIFICATIONS

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 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 Hybrid Fiber-Coax network to efficiently resolve plant issues

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Basic understanding of network architecture, topology principles and troubleshooting

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) - 1+

NOC, Dispatch, Call Center Tier or help desk support experience - 1+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Preferred Education

Certification in Telecommunications or IT emphasis

Preferred Related Work Experience and Number of Years

WORKING CONDITIONS

Office environment

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

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