Community Solutions Central Operations Analyst I

Job summary
Responsible for basic monitoring activities of Wi-Fi managed network equipmentPerform troubleshooting, ticket creation, and engagement of support teamsProactively identify and resolve network outages and impairments
Job seniority: entry level
Responsibilities
• Perform basic monitoring and alert analysis of Wi-Fi network equipment• Create tickets from active alarms and perform investigations• Stage severity levels based on alert investigations• Identify and dispatch field technicians for network events• Perform notification and communication of network events• Escalate issues requiring coordination outside of CSRC
Requirements
• High School Diploma or equivalent• 1+ year experience in 24x7 Operations Center, Cable/telecommunications, or NOC/Dispatch/Call Center Tier/Help Desk support• Knowledge of HFC network concepts, DOCSIS, and end-user support principles• Ability to troubleshoot basic Wi-Fi related issues• Knowledge of desktop computer hardware and software used for network analysis• Ability to work well in a team environment• Ability to solve problems and deal with limited standardization• Ability to interpret instructions and distinguish alarm states• Fluency in English• Must be able to work all shifts
Key Skills Needed
• Knowledge of HFC network concepts• Knowledge of DOCSIS• Troubleshooting Wi-Fi related issues• Ability to work well in a team environment• Problem-solving skills• Fluency in English