Network Operations

5 months ago

Atlanta, United States Cox Communications Full time
Description Do you love a good challenge? Are you passionate about puzzles? If so, you probably share our love of solving issues through technology – and you might be a great fit for our team. At Cox Communications, we’re looking for a tech-savvy individual (with puzzling prowess aplenty) to take on the role of Service Assurance Support Technician I. Are you ready to immerse yourself in the latest technology and work with leaders who truly care about you? Keep reading – we might be a great fit What’s In It For You? Our lives contain a lot of moving parts. At Cox, our best-in-class benefits package and award-winning employee culture give you peace of mind, knowing that you and your family have a wide range of options for the best care available.
  • We want our people to succeed, plain and simple. We’re all about professional development, continuing education and helping your career grow in a collaborative, inclusive culture where the next big idea can come from anyone…including you 
  • Boring work is the absolute worst. At Cox, you’ll work with fascinating, cutting-edge tech platforms in industries that are ripe for invention, innovation and investment. 
  • We all have lives and responsibilities outside of work. We have an exceptional work/life balance at Cox, with accommodating work schedules and flexible time-off policies.                 
  • We show our appreciation for our talent with a competitive salaries.                        
  • How does a great healthcare benefits package from day one sound? Multiple options are available for individuals and families. One employee-only plan could be FREE, if you participate in our health screening program.  
  • At Cox, we believe in being transparent – please click on the link ( Cox Benefits Overview ) to learn more about our remarkable healthcare benefits. 
  • 10 days of free child or senior care through your complimentary Care.com membership.  
  • Generous 401(k) retirement plans with up to 8% company match.  
  • Free internet, premium cable and smart home automation in applicable markets. 
  • Employee discounts on hundreds of items, from cars to computers to continuing education.                        
  • Looking to grow your family? You’ll have access to our inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.                
  • Want to volunteer in your community? We encourage that, and even offer paid hours for you to do so.                               
  • We all love our pets—whether they walk, crawl, fly, swim or slither—and we’re happy to supply insurance for them as well. 
Life is all about choices, and you deserve to have a wide array of options to cover you and your family. And guess what? This is just the beginning. There are many more benefits and perks to discover at Cox  What You’ll Do If there’s a mystery involving our products, you’ll be there to solve it. You’ll lay down some expertise on repairing and restoring service as well as mitigating future issues. You’ll also handle single-customer escalations for residential services. Essentially, if it’s digital and broken, you’ll be there to fix it. Responsibilities include:
  • Performing basic technical tasks and functions.
  • Providing tier II technical support to field operations personnel.
  • Ensuring accurate creation, updates and completion of all trouble tickets.
  • Managing internal phone queues to assist with live troubleshooting.
  • Coordinating with fix agents to perform repair and/or site maintenance.
  • Resolving interoperability issues between customers’ hardware and Cox premise equipment.
  • Receiving work from tier I teams, other tier II groups and ticketing systems.
  • Identifying patterns in user issues and engaging fix agents to mitigate further impacts.
  • Identifying platforms impacting issues and partnering with tier III support teams to communicate and test fixes.
  • Working with boundary partners to identify support requirements for troubleshooting and escalation.
  • Preparing analyses to provide solutions for efficiency and continuous operational improvements.
  • Partnering with tier I by providing or updating tools, automation, support solutions, coaching, training and associated documentation.
Who You Are Aside from being a competent problem-solver, you’ve also got awesome customer service and tech support skills. Your written and spoken communication skills are top-notch, allowing you to translate complex technical concepts to anyone. You have the following qualifications: Minimum:
  • A high school diploma or its equivalent.
  • The ability to apply troubleshooting processes.
  • The ability to exercise appropriate judgment with limited supervision.
  • Basic knowledge of the telecom/IT network architecture, system flow, IP networking, telephony switching platforms, wireless and applied technologies.
  • Basic knowledge of RF specifications.
  • The ability to learn independently, manage service level objectives and work on a team.
  • Excellent customer relations and decision-making skills.
Preferred:
  • Minimum of 2 years of experience in area of responsibility.
  • Knowledge of relevant protocols.
  • Knowledge of wireless, wireless core, LTE, user authentication, mobility, deep packet inspection and interworking with legacy 2G/3G/4G short codes.
  • The ability to understand and interpret networking and architectural diagrams.
Discover a career where your talent is appreciated and given room to grow. Apply today
About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today  

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today  

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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 individual’s 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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