Network Support Engineer

Perform basic network support including conducting daily administrative duties, supporting maintenances, perform monitoring of all network infrastructure. Generally, perform troubleshooting and initial triage of issues with the potential of impacting 20,000 or more subscribers at any given time. React quickly, efficiently and effectively to alarms received for supported infrastructure. Responsible for tracking call volume into Altice (primarily via the Remedy ticket tracking system). Must be able to monitor incoming tickets, with an eye for developing trends and identifying potential issues. Document system problems, escalate and take appropriate actions according to departmental procedures. Must ensure issues are updated hourly, which includes adding notes to the Outage Board, updating Remedy tickets, contacting Command Center/ROC offices, and sending out notifications when necessary. Ability to analyze raw data and reports to provide management with a coherent picture of call trends and outage trends. Handle all inter-departmental escalations for individual customers issues, performed via Remedy, e-mail and telephone communication. Ability to speak to our customers in professional manner to gather additional details of their issue during an outage situation and/or confirm resolution. Also, guide customers through established troubleshooting procedures to identify and resolve their individual issue. Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians and responsible business departments (BISC, Digital Services, OSP, ISP) during all outage conditions. Identify problems with respect to Network Backbone, RF Plant and CMTS/Hardware, video infrastructure, provisioning, BISC Server and applications. Coordinate with the applicable departments to ensure that all possibilities/issues are communicated. Perform necessary checks to validate resolutions.

Responsibilities

NOC operation and ticket management; Perform basic network support including conducting daily administrative duties, supporting maintenances, perform monitoring of all network infrastructure; Perform troubleshooting and initial triage of issues with the potential of impacting 20,000 or more subscribers at any given time; React quickly, efficiently and effectively to alarms received for supported infrastructure; Track call volume into Altice primarily via the Remedy ticket tracking system; Document system problems, escalate and take appropriate actions according to departmental procedures; Analyze raw data and reports to provide management with a coherent picture of call trends and outage trends; Handle all inter-departmental escalations for individual customers issues; Communicate with customers in professional manner to gather additional details and guide them through established troubleshooting procedures; Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians and responsible business departments during all outage conditions; Identify problems with respect to Network Backbone, RF Plant and CMTS/Hardware, video infrastructure, provisioning, BISC Server and applications; Coordinate with the applicable departments to ensure that all possibilities/issues are communicated; Perform necessary checks to validate resolutions.

Requirements

Network alarm monitoring; DHCP, TCP/IP; Cisco routers, switches; Minimum years of experience: 5-8 years; Education: Bachelor or Master of Engineering

Nice to have

Remedy ticketing; Cisco, Arris CMTS, Cable modems, UCS; Wi-Fi, VOIP, WAN etc.