Job Details

ID #20052838
State Georgia
City Atlanta
Job type Permanent
Salary USD TBD TBD
Source COX Enterprises
Showed 2021-09-22
Date 2021-09-21
Deadline 2021-11-19
Category Tv/film/video/radio
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Service Assurance Tech Support Analyst II

Georgia, Atlanta, 30301 Atlanta USA

Vacancy expired!

Primary Location: 6305 Peachtree Dunwoody Rd, Atlanta, GA, USA

Division: Cox Communications

Job Level: Individual Contributor

Travel: No

Schedule: Full-time

Shift: Day Job

Requisition Number: 217473Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.) Reporting to the Sr Manager of Product Provisioning Support w/in the Service Assurance Organization, the Service Assurance Technical Support Analyst II provides advanced technical support, and subject matter expertise in the resolution of complex single customer escalations from our Help Desk, Care, Field Services and Cox Business teams. The ideal candidate will possess a long history of Technical Support experience, subject matter expertise and ability to train end to end in each of the following service segments for Cox Business and Residential customers: Enterprise Production Applications, Telephony, Broadband Internet, Video, Security, or Cox Home Life technologies. Strong knowledge of IT and Telecommunications Service Delivery and Operational Service Assurance is required. Composes technical documentation and Methods of Operations Procedures as required. The Technical Support Analyst II will employ their expertise and advanced knowledge in the repair, restoral and future prevention of escalated issues adhering to prescribed service level targets. Engage with Coxs Tier 1 customer facing teams, Tier 2 Network Operations Centers and Tier 3 and 4 Dev Ops and Engineering teams to ensure issue resolution, transaction reduction, and continuous improvement. These responsibilities are an integral part of a 24X7X365 operational environment. We are open on ALL holidays. The Technical Support Analyst II will be required to work a shift during any of our operating hours/days as business needs determine Excellent written and verbal communication skills and the ability to translate technical concepts to both technical and non-technical audiences is required. Primary Responsibilities and Accountabilities
  • Drive resolution of customer/user issues as technical lead for troubleshooting and Incident Management for residential, Cox Business, and Enterprise Applications, open vendor support cases, and follow through hourly/daily to resolution w/in appropriate KPIs and SLAs
  • Manage high profile VIP internal and external customer escalations expeditiously
  • Support organizational initiatives/projects, identify platform impacting issues/defects, support resolution, and partner with Tier 3 support teams and development to implement and test fixes
  • Work with boundary partners to identify support requirements for troubleshooting and escalation for single user/customer support of new products, services and applications
  • Partner with and enable Tier 1 by providing or updating tools, support solutions, coaching, training and associated documentation.
  • Correlate communication of impacting events to Tier 1 partners and field front line leadership
  • Perform real-time situational awareness, conduct real-time, hourly, and daily product and services health checks, RCA/patterns/trends, produce reporting (including Splunk), and correlate resolution, reduction or escalate per process
  • Provide 24/7 support for all assigned applications or services on a designated shift assignment and by participating in stand by or on call to support customers after normal business hours.
  • Correlate communication of impacting events to Tier 1 partners and field front line leadership
  • Represent single customer/user during Post Incident Reviews (PIR) for service impacting events
  • Key resource to address questions/coach/train and provide feedback to peers, Analyst I and support personal as needed
  • Possess a customer focused attitude and approach to all work
  • Possess strong written, oral, problem solving, presentation, and collaborative skills

Qualifications:Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.) Minimum:
  • 3+ years of experience in area of responsibility or equivalent bachelors degree/certification
  • Ability to multi-task, work with a high state of urgency, and work in a very high operations tempo customer focused environment and maintain productivity without immediate supervision
  • Highly motivated, self-starter with ability to self-teach, be proactive, constantly pursue additional knowledge, and self-improve and build up a skill set over the long term
  • Oz Principle or equivalent training and application
  • Yellowbelt or equivalent training and application
  • Employs work standards including quality control at the front of every transaction, focus on reducing service volume through a proactive approach to problem isolation and repair
  • Ability to improve work prioritization across all quality, metrics and knowledge.
  • Technical knowledge, understanding and expertise includes 4 years of experience across most products/services (Business Services (Internet/Fiber, Email, Voice, Security), Email, Data/1GIG/AMS, VoiceManager/SIP/PRI/IPC, Enterprise Customers, Voice/CDT/IMS, Security/CHL/CBSS, Internet/CHSI, IP Video, end to end provisioning of services from an architecture and data flow perspective, or equivalent) with ability to effectively run SQL/Unix DB commands, decipher/manipulate/update XML language/data maintaining a driven customer improvement focus
  • Under limited supervision exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies
  • Very Agile; Ability to change stride at a moments notice
  • Ability to rally others towards completion of a goal or support issue
  • Ability to act upon evaluations and assessments and immediately improve to meet KPIs, goals
  • Understanding provisioning aspects or flow of each of the following:
    • Core 2.0, Rancher, BACON, SMP, BCC, ACS, SAIL, Service Broker, SOAP, MGW, Legacy CB and Resi Voice; PTM Errors, Service Codes, Features, Packages, Rate Centers, Nodes
    • Server Applications, AS400, Firmware, Config, et al
    • Tier 1 Provisioning Process (Sales, CB, Resi, Order Entry, Field, Installs, Porting/Transfers, PSTN, Acct Creation, User Creation)
    • Provisioning Tiers, Provisioning/Customer/Application Flow, Order to Cash Flow, Self-Install Flow, Disconnect Flow, Billing/Suspend/NPD, PORTOCC/SWP, Workorder, 06 Reconnect, etc., Provisioning Architecture and Architecture Mapping
    • HomeView, Telephony Switching, Serviceability, Voice Networking, Levels TX/RX; LTG
    • VoiceManager, IP Centrex, Trunking, Hunt Groups, PBX, IP Phones, Call Manager, MyAccount, IAD, DTW, PAWS, Calix, CB Conversion Tool, Flux
    • Server Applications, AS400, NVP, Acision, SIP/PRI, Broadsoft, MyAdmin
    • High Speed Data, Internet, GIG Architecture, CFI, CBI, ONT/OLT, AMS, Cox Business Internet Gateway (CBIG), GPON, WI-FI, CHL, CBSS, iControl, Cloud, McAffee, Mozy
    • IMS, CCM, LNP, LRN, SS7, E911, CNAME delivery, Abuse, Abuse Codes
    • SQL, XML, Linux, Database Admin, Database Config, Interface Management
Preferred:
  • Bachelor of Science Degree
  • Expert ability to think through the lifecycle of development and end to end processes to create new and innovative techniques that seek to promote end user efficiencies
  • Ability to participate in industry events and be a representative on an industry-wide committee
  • ITIL Certification with expertise in Event/Incident/Problem/Change Management processes in MSO environment
  • Greenbelt, Project Management certification
  • Kepner Trego, ITIL, SQL Certification, Network+, JNCIS, CCNA, CAPM, MCSA
  • Understanding of each of the following:
    • OSI, Network Layer 2, Layer 3, TCP/IP, IP Network, DOCSIS/Broadband Networks, DHCP, DNS, IPV4/IPV6, HTTP/HTTPS, SMTP, POP, SSH, SecureCRT, Logging, Putty
    • CPE, Entitlements, MOCA, RF, DOCSIS, Levels, HFC, Video Path, IP Video, Linear Video, Guide, Premise Engineering, DSG Tunnel Transactions
    • UNIX, HTML, OBIEE, Splunk
Telephony Switching, CISCO IOS, SS7, Adtran, Polycom, WebEx, and Wi-Fi platforms

Who We Are

About Cox CommunicationsCox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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