Assoc Network Ops Engineer
Austin, Texas
Spectrum’s growth and success in the ever-evolving technological landscape are built on the sophisticated innovations and service reliability our Network Operations groups provide. Our Operating Model focuses on maintaining operational excellence and reliability of Spectrum’s network to enhance our customer’s experience. The Network Operations environment is based on our Key Laws of Focus which values accuracy, resiliency and response time.
The mission of the NOC is to protect, improve and support a superior customer experience. Our NOC engineers identify network issues when they arise and escalate them to the proper fix agents. We’re driving quick and high-quality resolutions. NOC teams also ensure successful network Change Management, perform Root Cause Analysis of outages, and develop processes for standardizing work and partners with vertical teams with solutions for Continual Service Improvement. Our reporting and metrics teams provide data and analyze reports to enable support of all Network Operations.
- Full-time
- Job level: Entry to Senior
- Travel: Occasional
Success profile
What makes you successful in Network Operations Centers (NOC)? Check out the top traits we’re looking for and see if you have the right mix.
- Analytical
- Problem Solving
- Detail-oriented
- Flexible
- Leadership
- Team Player
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Spectrum wants to help you get more out of life and take care of things outside the office to make life a little easier. We provide:
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Health Insurance
Medical, prescription drug, dental, and vision plans available.
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Paid Time Off
Paid vacation, sick and personal time, and holidays.
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401(k) Retirement Savings
We provide a 100% match for every dollar you contribute, up to 6% of your eligible pay.
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Education Assistance
Get reimbursed up to $10,000 a year for undergraduate and graduate degrees through our partnership with Guild.
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Career Progression
Advancement is a very real and achievable goal.
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Training and Certification
Sponsored courses help enhance your skills.
Responsibilities
This position is eligible for our Hybrid Work Policy. Eligible employees can work from home up to one day each week.
JOB SCOPE
The Assoc Network Ops Engineer perform reactive monitoring of all core level telephone, IP and Video elements within network facilities. Responsible for initial triage, escalation, and resolution of network troubles. Also responsible for vendor engagement. Work to provide enterprise-wide Tiered support on converged distribution and access network elements and connections as needed. Under supervision provides support for services and other products.
DUTIES AND RESPONSBILITIES
- Performs basic network operations functions such as monitoring information on all sites and back haul, identifying deterioration of components and dispatching / assisting field personnel with repairs.
- Identifies, notifies, and escalates network issues.
- Responds to network alarms with the primary focus to discover and resolve customer-impacting issues before customers recognize impactto their services.
- Processes equipment return and analysis requests for failed hardware.
- Composes and sends outage notifications, alerting and informing a wide audience (including executives) of high-risk network events and major customer-impacting incidents.
- Acts as a technical escalation for the ESM NOC, CB Care, TTM, and Day of Job organizations.
- Responds to emails from internal groups and external vendors pertaining to a wide range of customer-facing issues.
- Escalates customer-impacting and install-impacting (new revenue) major incidents to verticals for each line of business, technology product, critical network facility, and service delivery platform.
- Under supervision, manages outage bridges to drive quick resolution to customer-impacting issues. Handles incoming trouble calls.
- Works closely with engineering, field technicians, marketing and vendors to resolve service issues.
- Resolves network problems/faults; escalate as necessary to appropriate parties.
- Tracks and updates problems in the trouble ticketing system.
- Monitors traffic patterns to identify potential problem areas and escalate to take corrective action to implement short term adjustments as well as refer chronic problems to Engineering for permanent resolution.
- Identifies alarm correlations and appropriate response actions for future automation.
- Performs other duties as requested by supervisor.
BASIC / MINIMUM QUALIFICATIONS
- Associates or Bachelor’s degree in Electronics/Technology or Sciences or industry certification or equivalent work experience
- Network troubleshooting and/or surveillance experience
- Must be able to work the following shift: Thursday thru Sunday from 9PM - 7:30AM
REQUIRED JOB QUALIFICATIONS
- Ability to read, write, speak and understand English
- Ability to work in a teamwork environment
- Knowledge of network operations
- Ability to work with internal and external clients, various operation support groups, vendors, carriers and utilize all network tools and resources to resolve the majority of trouble tickets assigned
- Ability to troubleshoot and correlation event and alarms skills
- Knowledge of topology, platforms, and protocols for IP, Voice, and Video networks
- Knowledge of network operations tools and ticketing platforms
- Demonstrated aptitude to triage and correlate event/alarms
WORKING CONDITIONS
- Office environment
- 24X7X365 Network Operations Environment
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
