Focusing primarily on outages, performs basic to intermediate first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection and collation of key information, ticket and SRO creation, dispatch, fix agent support and ticket/SRO resolution. Assists fix agent by providing general root cause location information. Ensures the details and information provided to the fix agent support fix agent efficiency, safe restoration and work practices and compliance with all company specifications, policies and the ROC Playbook.
MAJOR DUTIES AND RESPONSIBILITIES
Performs surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets and SRO’s, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.
Understands HFC architecture, principles and the how the various alarm sources and other available data relate to specific outage conditions.
Acknowledges outage and basic impairment alarms and performs basic to intermediate troubleshooting, analysis, triangulation and correlation of HFC alarms and other data sources to identify and ticket & generate SROs for outage events and basic network impairments in accordance with the Regional Operations Center (ROC) Playbook.
Creates node level tickets and SRO’s from daily Node Health Reporting
Performs notification and communication of network events using established protocols and support systems as defined in the ROC Playbook or by the ROC management team.
Tracks and manages outage events and basic impairments to resolution and manages basic coax Change tickets in accordance with all guidelines and procedures described in the ROC Playbook including proper resolution of tickets and jobs.
Communicates the status of outage events and escalates as necessary in accordance with established standards and the ROC Playbook.
Takes appropriate action and/or works with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for ROC-owned issues in accordance with ROC Playbook.
Manages basic outage bridges in an organized and professional fashion.
Responsible for routing and dispatching Maintenance Techs.
Provides support to fix agents in the field, and resolves requests received from the fix agents. Revised 1/5/2017
Creates, manages and resolves SROs for all activities routed to a maintenance technician from all work sources either through automation or manually including activities that may be ticketed in another system such as Remedy or through any other ticketing process.
Manages line escalations in a proactive fashion and ensures a positive ownership transfer between the initiating technician and the assigned maintenance technician including positive customer contact.
Responsible for pre-implementation approval and processing of basic coax change activity including Pre/Post snapshots, E911 checks for all network interruptions and validation of service restoration.
Helps to drive continuity, standards and compliance with the company's Network Protection Policy (NPP), Preventive Maintenance Plan amongst field engineers and technicians.
Identifies, documents and internally escalates issues related to groups outside the ROC where additional coordination is needed and assists as needed.
Promptly escalates issues and collaborates with others to resolve software and hardware issues.
Performs other duties as assigned.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Excellent customer service and communication skills
Basic knowledge of HFC network concepts, DOCSIS and end-user support principles
Ability to communicate professionally, effectively, and courteously with customers, coworkers and constituencies outside the ROC using a variety of communication formats (email, chat, in-person, and telephone)
Basic knowledge of existing ROC tools and basic ability to use the tools to effectively troubleshoot basic HFC 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
Basic knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues
Basic knowledge of desktop computer hardware and software (e.g. monitoring tools) used to analyze network performance
Ability to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)
Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the ROC environment Revised 1/5/2017
Two-year degree or certificate telecommunications or IT emphasis preferred
Related Work Experience Number of Years
Cable/telecommunications experience (Field Ops, HFC plant 1+
troubleshooting or Maintenance Tech)
NOC, Dispatch, Call Center Tier or help desk support experience 1+
Must be able to work all shifts including evenings, weekends and some holidays
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.