Community Solutions Central Operations Specialist I
On-siteMorrisville, North Carolina, United States
Job Summary
Monitor Managed Wi-Fi network performance and detect outages using alarms, telemetry, and topology data. Investigate property equipment upon alarm receipt to create tickets and document issues. Communicate with customers via outbound calls and internal care teams to troubleshoot and resolve problems remotely. Prioritize severity levels for multiple urgent trouble tickets, proactively identify area problems, and escalate significant events to Level 2 or Senior Specialists. 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, escalating and documenting issues requiring additional coordination.
Required Qualifications
- 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 work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future
- 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
Desired Qualifications
- Shift desired: Sun-Thurs, 2:00 pm-11:00 pm
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.