Community Solutions Central Operations Analyst I

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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-Thurs, 12:00 pm-9:00 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

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Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.