Community Solutions Central Operations Analyst I

Curious about a career where your attention to detail keeps people connected? As a Community Solutions Control Operations Analyst I at Spectrum, you will monitor managed Wi-Fi networks, analyze alerts and play a vital role in resolving service interruptions for our customers. Your contributions help deliver reliable connectivity that powers our communities every day.

Shift desired: Sun-Thur, 2:00 pm-11:00 pm

How You’ll Make an Impact   

• Monitor managed Wi-Fi network equipment and analyze alerts to identify potential issues
• Perform basic troubleshooting and create support tickets from active alarms
• Investigate property equipment as monitoring alarms are received and stage severity levels based on alert investigations
• Use monitoring tools to proactively recognize area problems and escalate complex concerns to higher-tier analysts
• Conduct surveillance of Wi-Fi networks using various systems and tools to identify network outages or impairments and engage appropriate fix agents
• Acknowledge impairment alarms, perform initial troubleshooting, and dispatch field technicians when necessary
• Notify and communicate network events to stakeholders following established protocols
• Identify, document and escalate issues that require coordination with other teams and assist as needed

Working Conditions   

• Office environment
• Must be able to work all shifts including evenings weekends and some holidays

What You’ll Bring to Spectrum   

Required Qualifications   

Education  

• High School Diploma or equivalent

Experience   

• 1+ year of 24x7 Operations Center experience
• 1+ year of cable or telecommunications experience in field operations, HFC plant troubleshooting or maintenance
• 1+ year of NOC, dispatch, call center tier or help desk support experience

Skills   

• Ability to read, write, speak and understand English
• Knowledge of Hybrid Fiber-Coax network concepts, DOCSIS and end-user principles
• Understanding of managed Wi-Fi tools and basic troubleshooting abilities for Wi-Fi related issues
• Teamwork and collaboration skills
• Problem-solving skills in situations with limited standardization
• Familiarity with desktop computer hardware and software (monitoring tools) used to analyze network performance
• Ability to use online knowledge systems and search for reference procedures and work aids
• Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the Hybrid Fiber-Coax network to efficiently resolve plant issues
• Ability to interpret instructions in various formats
• Basic understanding of network architecture, topology principles and troubleshooting

Preferred Qualifications

Education

• Certification with an emphasis in telecommunications or IT