Date Posted: November 4, 2020

Deadline: January 6, 2012

Organization: Charter Communications

City: Simpsonville, SC

Website: View Website


Actively and consistently support all efforts to simplify and enhance the customer experience. Test, triage, escalate, and resolve all network events.
Troubleshoot service interruptions to determine root cause and take necessary steps to enable repair and prevent future occurrences. Track and update problems in the trouble ticketing system in a clear and efficient manner. Ensure accurate and detailed communication occurs with engineering, field personnel and customer care during all network events. Proactively monitor traffic patterns to identify potential problem areas, take action to implement short term adjustments and refer chronic problems to Engineering for permanent resolution. Drive continuity, standards and compliance with the company?s Network Protection Policy (NPP) amongst field engineers and technicians. Identify performance bottlenecks and refer to Engineering for correction. Maintain awareness of network activities affecting service on enterprise and local level. Identify alarm correlations and appropriate response actions for future automation. Provide escalation and status notification throughout the enterprise on service impacting events. Adhere to industry specific, local, state and federal regulations, as applicable. Know, understand and follow company policy. Perform other duties as required by supervisor

Preferred Qualifications Include:

Skills/Abilities and Knowledge:
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to use personal computer and software applications

Knowledge of company products and services:
Basic understanding of amplifiers, nodes, power supplies and all other network equipment. Basic understanding of Transmission Control Protocol (TCP)/Internet Protocol (IP) and Simple Network Management Protocol (SNMP). Ability to adhere to local and federal regulations and company policies. Ability to prioritize and organize effectively with a keen sense to detail. Ability to multi-task using multiple software programs simultaneously. Ability to use personal computer and software applications (i.e. word processing, spreadsheet, billing systems)
Ability to read general system layouts. Ability to wear telephone head set.
Ability to work independently. Ability to work seated for prolonged periods of time
Knowledge of basic mathematics

Education (level and type):
High School Diploma or equivalent work experience

Related Work Experience:
2+ years network troubleshooting and monitoring experience preferred

Preferred Certifications and/or Licenses:
Industry and vendor specific certifications and training (e.g. NCTI, SCTE)

Job Description:

Under general supervision, responsible for the proactive and reactive monitoring of all elements in the network. Determine the root cause for service interruptions and engage all available resources to minimize Mean Time To Repair (MTTR). Ensure the methods employed to restore services are effective, time-efficient and within company specifications

Working Conditions Include:
Office environment
Work in a 24x7, fast paced environment
On-call rotation may be required

Contact Name:
Tameca S. Brown (Human Resource Generalist)
Application Process:
apply online