Description

You will monitor network infrastructure, perform initial triage for large-scale subscriber outages, and coordinate incident resolution.

This role is on-site.

Responsibilities

• Monitor network infrastructure and react to alarms for supported systems.
• Perform initial troubleshooting and triage for issues impacting large subscriber bases.
• Track call volume and incoming tickets using the Remedy system to identify trends.
• Document system problems, update the Outage Board, and escalate issues according to departmental procedures.
• Coordinate with Contact Centers, NOC Level 3 teams, and business departments to resolve incidents.

Required Skills

• 5+ years of experience in a network operations environment.
• Experience with NOC operations and Contact Centers.
• Proficiency using Remedy ticket tracking systems.
• Ability to troubleshoot Network Backbone, RF Plant, CMTS/Hardware, and video infrastructure.
• Experience identifying issues related to provisioning, BISC Servers, and applications.
• Strong communication skills for inter-departmental escalations and professional customer interaction.
• Ability to guide customers through established troubleshooting procedures.

Preferred Skills

• Ability to analyze raw data and reports to provide management with outage and call trend analysis.

Key Skills

Education

ANY GRADUATE