Service Assurance Technician - Remote (2024-7805) - Immediate Start

: Overview Cox Communication is searching for a remote Service Assurance Technician! The primary responsibility of the Service Assurance Technician for NOC as a Service is to provide advanced technical support by functioning as a part of a 24x7x365 operations environment. This is a highly specialized support organization that is responsible for the day to day operations of a Service Provider. This role requires the use of applied technical knowledge and practical experience to resolve complex issues. This role will be responsible for correlating incoming tickets, proactively discovering trends or issues impacting a greater customer segment and then extrapolating that data to determine if these events are tied to a larger incident. This role requires a high degree of proficiency with the incident management process as they will be expected to manage fix agents, boundary partners and leadership communications during the course of an extended event. This role will also require familiarity with incident management, change management, problem management, and other ITIL processes. This role assists with change conflict mitigation, knowledge management and other ITIL process and documentation needs. The Service Assurance Technician must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties. Excellent communication skills are expected as the role will require the ability to translate technical issues for both technical and non-technical audiences. This is a temporary 9-month assignment.Shift/HoursThis is a fully remote role, however candidates local to Altanta, GA or Phoenix, AZ can come into the office 1 day per weekOvernight Shift: Friday - Tuesday; 8:00 PM - 4:00 AM (Eastern Time)ResponsibilitiesReceives work from the Service Assurance Tier I teams, other Tier II groups, and/or ticketing system and drives restorationProvides second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologiesMust be able to work shifts as assigned in the 24/7 operationsManages internal phone queues to assist with live troubleshooting in accordance with defined service level agreementsManages Bold 360/Chatbot for any new customer requests within the defined service level agreements.Manages team shared email inbox for any new customer requests within the defined service level agreements.Track, re-direct and escalate the workflow of incidents to subsequent support levels as needed to restore/repair incidentsValidate operational success of deployments/maintenancesProvide feedback and recommendation for Operations Support Systems (OSS) tools improvements, process flows, event management, and correlationResolve interoperability issues between customers’ hardware and Cox premise equipment.Resolve incidents within defined time period, and escalate unresolved incidents to appropriate fix agentsCloses Trouble Tickets and provides feedback/updates to Knowledge Objects (e.g. Methods of Procedure)Comply with established Change Management and Incident Management processesCoordinate with fix agents to perform repair and/or site maintenance based on the severity or type of eventEnsure accurate and timely creation, updates and completion of all trouble tickets with prompt escalation and notification of major network or platform faults and customer impact to appropriate escalation and fix agents within defined Incident Management Service Level Agreements (SLA)Identify and assist in resolving multi-customer impacting platform issuesMonitor network, platform, and service events, identify impact associated with events and incidents, create tickets as per Trouble Ticketing Guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management or other fault systemsMonitor network and other infrastructure traffic and performance while maintaining a high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer serviceValidates network or other infrastructure redundancy through ongoing testing as necessaryFunctions on a 24-hour call-in basis in the event of serious incidents, as requiredValidate restore/repair actions and clear alarmsOpen cases with hardware vendors and drive for solutions within required SLAsDefine the knowledge objects (step by step resolution scripts/process) to enable Tier I and NOC Technicians to drive restoration documentationProvides advanced technical support, customer and product support and problem resolution for the Cox network encompassing residential, Cox Business and Enterprise platforms and services.Coordinates and prioritizes resolution efforts and preventative maintenance. Configures devices and applications across Voice, Video, Transport, IP, Data Products and IT Infrastructure to provision, test, maintain, and restore servicesManage complex production support issuesApplies advanced skills to resolve complex incidents independentlyAssists with change management by creating, validating and performing pre/post change service level monitoring ensuring the health of the network, the service and customer needsEnsure successful implementation of restoration/repair in the network by creating and/or implementing Change Request (ECR) tickets according to defined Change Control proceduresClose Trouble/Problem tickets as needed per Problem Management processUtilize advanced tools to implement and test servicesUtilize automated tools to increase supportabilityPerforms as Incident Commander for outages as required, to ensure effective and timely communications and coordination of resources (e.g. Technical Support Office, partners, customer) and required notificationsProvides advanced research to address software issuesIdentify support gaps and support improvementsUpdates/maintains logs and documentation to ensure compliance with Cox and industry standardsInterfaces with NOC Technicians, support teams and vendors/providers. Also interfaces with Tier 3 boundary partnerPerforms as SME with regards to supported core technology (e.g. technical facilities, power alarming, video services, delivery technologies, etc.)Provide ongoing support to NOC Technicians with respect to refresher training, training on new features or technologies, lessons learned, and expert trouble-shooting advice as neededResponsible for completing After Action Reviews post service affecting (Critical, Major) or high visibility eventsCollision verification and communication as it pertains to Change and Incident Management processesRe-provisions, tests, maintains, and restores some or all of the supported Network/IT equipment including core, backbone devices or critical IT applicationsAdherence to applicable legal, regulatory and security policiesMinimum QualificationsHigh school diploma / GED requiredA minimum of 3+ years experience within an incident management position focusing on issue ownership and resolution and including network failure, isolation and restorationA minimum of 3+ years experience with element management systems (e.g. HFC, video, voice, data, transport, IT and other related equipment)A minimum of 3+ years experience with monitoring and ticketing systemsA minimum of 3+ years experience with Event/Incident/Problem/Change Management processes in IT, MSO or related environmentA minimum of 2+ years experience in one or more of the following categories or equivalent required:DWDMTDM and/or SIP telephonySONET transport networksStructured cabling including fiber opticsDOCSIS/Broadband networksIP Protocols: DHCP, HTTP, TCP/UDP, FTP, TFTP, IP, DNS, etc.Routing Protocols: ISIS, RIP, RSVP, OSPF, BGP, iBGP, MPLSQoS, Diffserv traffic shaping and traffic QoS policy implementationCall Center Platforms (i.e.; Avaya)Tellabs Titan 5500, NGX DACsDatabases (i.e., Oracle, SQL Server, MySQL, Mongo)Middleware Technologies (WebMethods, SAIL, JBOSS, FUSE)Windows ServerUNIX (Solaris, Red Hat)Video acquisition and headend componentsMulti-screen linear video and video on-demand (VOD) services deliveryIP video delivery and streaming protocolsContent Delivery Network (CDN) platformsDemonstrated ability to investigate and quantify reported service interruptionsHighly motivated, self-starter with a positive attitude, ability to face the challenges in a fast-paced environment within a customer experience-focused operations organizationAdvanced troubleshooting skillsIn depth knowledge of server applications, AS/400 and OSI/TCP-IP model and services (OSI layers, IEEE standards)Developed end to end process documentationWorking knowledge of UNIX, HTML, XML and SQLTroubleshooting experience with telecommunications related technologies (e.g. HFC, video, voice, data, transport, IT and other related equipment)Advanced knowledge of relevant protocols (e.g. SIP, MCGP/NCS, SS7, DHCP, IP Networking, and Telephony Switching Platforms)Server applications and AS/400, basic understanding of the Network Layer 2 and layer 3 of the OSI ModelAdvanced knowledge of relevant tools/analyzer programs (e.g. Hammer XMS, Wireshark, etc.)Excellent analytical skills with attention to detailTakes initiative to learn independently through multiple channels (Technology Learning Gateway, Cox U, white papers, industry events, manuals, etc.)Demonstrated ability to work in a dynamic, team environmentPreferred QualificationsBachelor’s Degree in Technology field, electronics or a minimum of two to four years of experience supporting high-availability services in an ISP, Enterprise, or MSO Network Operations environmentA minimum of 2+ years of experience with Event/Incident/Problem/Change Management processes in MSO environmentA minimum of 2+ years of experience in Technology field along with technology certificationsA minimum of 2+ of experience with monitoring/troubleshooting element management systems for data and transport equipmentFamiliarity with element management systems for data and transport equipmentFamiliarity with monitoring and ticketing systemsFamiliarity with ITIL/eTOM principlesFamiliarity with Event/Incident/Problem/Change Management processes in MSO environmentEntry level professional contributor on a project or specialty work teamDisplays expert level written, oral, problem solving, interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout the organizationProvided general guidance/direction training junior level personnelDemonstrated peer leadership capabilitiesUnderstanding of routing protocols (i.e. BGP, EIGRP, OSPF, TCP/IP)MS server (MCSE), VMWare, UNIX, DNS, and DHCPCisco Certified Network Administrator (CCNA), Juniper Networks Certified Internet Associate (JNCIA) or Alcatel Lucent Technologies (ALU) certifications, Linux, SYS AdminExperience troubleshooting RF networks with a focus on tracking and resolving issuesHands-on experience with Cisco, Juniper, Motorola data products and/or Alcatel-Lucent, Infinera, and Fujitsu transport productsHands on technical experience with PBX systems with working knowledge of terminology, and processes associated at a vendor level maintaining one of the above type systemsMust be able to understand & interpret networking and architectural diagrams including the roles and responsibilities of routers, load balancers, firewalls, DHCP server (TFTP/KDC/TOD), IP addressing/sub-netting.Pay Range $30 - $34 per hourRequisition Disclaimer As a woman-owned firm, Atrium values diversity. We are an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. This job posting is for a temporary role as an employee of Atrium on assignment at Cox. The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. 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