Voice Communications Analyst jobs in Raleigh, NC

Working under direct supervision in a team environment, responsible for basic monitoring activities to include alert analysis of Wi-Fi managed network equipment. This includes, but is not limited to: customer data and network elements (devices, IP addresses, circuit IDs, vlans, CPE/HE/Core network configuration of services and documentation). Responsible for alarming and intake triage, correlation of key information, ticket creation and initial engagement of proper fix agent support teams.

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Able to perform basic troubleshooting and create tickets from active alarms.
• Responsible for performing investigations of property equipment as monitoring alarms are received.
• Accountable for staging severity levels based on alert investigations.
• Uses all available monitoring equipment to proactively identify area problems.
• Escalates to L2 - Notify and dispatch technicians to the site.
• Performs surveillance of Wi-Fi network using all applicable systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.
• Acknowledges basic impairment alarms and performs basic to intermediate troubleshooting, analysis, triangulation and correlation of network alarms and other data sources to identify and dispatch field technicians on impacting events.
• Performs notification and communication of network events using established protocols and support systems.
• Identifies, documents and internally escalates issues related to groups outside the CSRC where additional coordination is necessary and assists as needed.
• Performs other duties as assigned.

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Knowledge of HFC network concepts, DOCSIS and end-user support principles
• Knowledge of Managed Wi-Fi tools and basic ability to use the tools to effectively troubleshoot basic Wi-Fi 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
• Knowledge of 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 (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 current environment

Required Education

• High School Diploma or equivalent

Required Related Work Experience and Number of Years

• 24x7 Operations Center experience - 1
• Cable or telecommunications experience (Field Ops, HFC Plant Troubleshooting, or Maintenance Tech) - 1
• NOC, Dispatch, Call Center Tier or help desk support experience - 1

WORKING CONDITIONS

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

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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