Assist NOC Tier 1, TAC, Charter Business, and field personnel with troubleshooting, support and maintenance of network elements and connections required to support Charter's revenue generating networks. Work to provide enterprise-wide Tiered support on converged distribution and access network elements and connections as needed. May provide support for basic to moderate services and other products.
Actively and consistently support all efforts to simplify and enhance the customer experience
Troubleshoots topologies, hardware, software, transmission and signaling links and protocols.
Performs network problem resolution.
Implements approved methods of procedure.
Maintains and supports protocol compatibility standards, implements network enhancements and makes recommendations for improvement.
Works on projects/ systems/issues of medium to high complexity surrounding network planning, configuration and optimization.
Handles escalated trouble calls and work closely with engineering, field technicians, and third party vendors to resolve service issues.
Works on one or more projects as a project team member Submits and execute Change Management Requests.
Validates problem descriptions and perform detailed problem diagnosis; track and update problems in trouble ticketing system.
Develops problem resolution procedures required to meet serviceability requirements.
Verifies alarms when needed; identify alarm correlations and appropriate response actions for future automation.
Maintains awareness of network activities affecting local elements.
BASIC QUALIFICATIONS / JOB REQUIREMENTS:
Bachelor's Degree in Computer Science, Electrical Engineering or other related field or equivalent work experience
Minimum three (3) years Network support experience
Minimum three (3) years technical work experience in at least one of the following; switches and routers, Gateways and PSTN Links, DHCP, DNS, Servers, HFC Elements, Conditional Access, Video on Demand, IP Video
Advanced knowledge in security systems, methods and architecture
Ability to provide continuous evaluation of the company's network infrastructure and initiate expansion or remediation projects to support growth and mitigate risks
Knowledge of Hybrid Fiber Coax and DOCSIS/CMTS, Transport Technologies CWDM, DWDM, SONET, T1, Ethernet and wireless technologies
ADDITIONAL SKILL AND KNOWLEDGE:
Advanced understanding of either IP, Video or Voice network fundamentals
Advanced knowledge of tunneling technologies such as L2 and L3 VPN's
Advanced knowledge in local and wide area networking communications
Ability to utilize packet analysis tools and be proficient at reading network packet streams
Advanced knowledge of hardware, network operating systems and troubleshooting skills
Advanced knowledge of security features like PKI, VPN and Firewall
Knowledge of Switching and Routing Architectures
Ability to analyze network design, architecture, protocols, topology, configuration and provisioning platforms
Knowledge of support systems for network management and element management systems and protocols such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS -TE, BGP, MPLS and SI