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