Community Solutions Central Operations Specialist I

• Monitor Managed Wi-Fi network performance and detect outages or impairments using alarms, telemetry and network topology data
• Investigate property equipment as alarms are received and create tickets to document issues, ensuring prompt action
• Communicate with customers via outbound calls and support calls from internal care teams to troubleshoot and resolve issues remotely
• Prioritize and stage severity levels based on outage investigations, managing multiple urgent trouble tickets simultaneously
• Proactively identify area problems using monitoring equipment and escalate significant events to Level 2 or Senior Specialists for review
• Dispatch technicians and collaborate with fix agents to minimize service interruptions and drive efficient restoration
• Set up phone call deflection and trouble call blocking for Managed Wi-Fi issues according to company standards, escalating and documenting issues that require additional coordination

• Two-year degree or certificate with emphasis in telecommunications or IT
• 2+ years of experience in a 24x7 Operations Center
• 2+ years of cable or telecommunications experience in field operations, HFC plant troubleshooting or maintenance technician roles
• 2+ years of experience in NOC, dispatch, call center or help desk support
• Ability to read, write and speak English
• Knowledge of HFC network concepts, DOCSIS and end-user support principles
• Familiarity with Managed Wi-Fi tools and the ability to use them to troubleshoot basic issues
• Ability to collaborate effectively within a team environment
• Practical problem-solving skills and the ability to address situations with limited standardization
• Proficiency with desktop computer hardware and software monitoring tools for network performance analysis
• Ability to write routine reports and correspondence and produce reports outlining network trends
• Capability to distinguish and identify various colors for alarm state identification in current tools and software

comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life