The primary responsibility of the Service Assurance Technician III is to provide advanced technical support by functioning as a part of a 24x7x365 operations environment.
This is a highly specialized support organization responsible for the daily 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 enhancing our customers' and employees' experience through detailed ticket and process reviews. The ideal candidate will be expected to review ticket data observing trends that identify an upcoming event and then apply fixes to prevent impact. This role will represent the team during the deployment of new products and hardware, ensuring the proper instrumentation, documentation and training occurs prior to release. One of the key elements of this position is to identify opportunities to optimize our tiered support model and move resolution closer to the customer avoiding unnecessary escalations.
This role requires a high degree of proficiency with the problem management and knowledge management processes and will be expected to manage fix agents, boundary partners and leadership communications to improve KPI's, technical acumen and instrumentation. 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 Sr Support 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 translating technical issues for technical and non-technical audiences.
Primary Responsibilities and Accountabilities
- This role is an OVERNIGHT shift. Working Wed - Sat 8pm - 6am
- Provides advanced technical support and problem resolution for the Cox network encompassing residential, Cox Business, and Enterprise platforms and services.
- Provide advanced support to Service Assurance Technicians I & II at a service provider level with respect to refresher training, training on new features or technologies, lessons learned, and expert trouble-shooting advice as needed.
- Resolve interoperability issues between customers' hardware and Cox premise equipment.
- Validates network and other infrastructure redundancy through ongoing testing as necessary.
- Validate operational success of deployments/maintenances.
- Validate restore/repair actions and clear alarms.
- Assist with development, implementation, and continuous improvement of operations processes/best practices.
- Performs 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 notifications.
- Uses applicable tools and applications for implementation, service, test and acceptance (e.g. Remedy, NetSmart, Cisco ONS, CTC, Juno Space, Net Analyst, CiscoWorks, Solarwinds, Netcool, SAM, Preside, Granite, Secure CRT, HP/BSM, Splunk, NFM-P, NFP-T, Blue Planet AKA MINT, Arrista OS, Cisco OS Infinera, AMS, Calix, Ciena site manager & MCP)
- Maintains network and IT application integrity to achieve network/customer SLA and availability objectives.
- Interfaces with NOC Technicians and support teams and vendors/providers. Also interfaces with Tier 3 boundary partners.
- 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 services.
- Audits problem/change tickets to identify opportunities to update procedures and provides feedback to leadership to ensure compliance with established standards.
- Assists with change management by creating, validating and performing pre/post change service level monitoring ensuring the health of the network, the service and the customer's needs.
- Responsible for completing After Action Reviews post service affecting (Critical, Major) or high visibility events.
- Comply with established Event/Incident/Problem/Change Management processes in MSO environment.
- Ensure successful implementation of restoration/repair in the network by creating and/or implementing Change Request (ECR) tickets according to defined Change Control procedures.
- Identify and assist in resolving multi-customer impacting platform issues.
- Monitor network 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 service.
- Open cases with hardware vendors and drive for solutions within required SLAs
- Interfaces with NOC/Service Assurance Technicians, support teams and vendors/providers. Also interfaces with Tier 3 boundary partners.
- Provides second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies.
Minimum
- High School Diploma/GED and 5 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience; or 7 years' experience in a related field
- A minimum of 5 years of experience supporting high-availability services in an ISP, Enterprise, and MSO Network Operations environment
- At least 5 years of experience supporting one or more of the following: routers, switches, firewalls, IT applications, video services delivery, voice and/or data circuits required.
- Advanced knowledge of relevant protocols (e.g. SIP, MCGP/NCS, SS7, DHCP, IP Networking, and Telephony Switching Platforms)
- Server applications and/or AS/400, basic understanding of OSI layers and IEEE standards
- Demonstrated ability to interface with all levels of Cox Communications and Cox Business customers.
- Demonstrated ability to work in a dynamic, team environment.
Preferred
- Bachelor's degree in technology field, electronics or a minimum of 5 years of experience supporting high-availability services in an ISP, Enterprise, and MSO Network Operations environment
- Advanced ability to communicate high level understanding of multi-services platforms, routing protocols (e.g., ISIS/RIP/RSVPOSPF/BGP/iBGP) and troubleshoot down to the packet level.
- Displays expert level written, oral, problem solving, interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout the organization.
- Highly motivated, self-starter with a positive attitude, ability to face the challenges in a fast-paced environment within a customer experience-focused operations organization.
- Hands on technical experience with PBX systems with working knowledge of terminology and processes at a vendor level/maintaining one of the above type systems
- Working knowledge with ITIL/eTOM principles
- MS server (MCSE), VMWare, UNIX, DNS, and DHCP
- Engages/directs others in developing innovative solutions.
- Advanced level professional contributor on a project or specialty work team
- Familiarity with element management and other fault detection systems
USD 31.49 - 47.26 per hour
Compensation:
Hourly base pay rate is $31.49 - $47.26/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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!
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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Cox Communications
parental leave, paid time off, paid holidays, sick time, 401(k)
Jan 28, 2025