Operations Implementation Specialist I
Posted on: August 5, 2022
Under general supervision, specialists are responsible for
performing installation control activities including quality
assurance checks in support of maintaining the customer experience.
In addition, specialists will assist boundary partners with
configuration checks, testing analysis, and property data gathering
during property escalation investigation activities.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and
enhance the customer experience.
Actively and consistently support all efforts to simplify and
enhance the customer experience.
Performs basic project management functions.
Able to perform and analyze network device configuration and
advanced configuration checks.
Possesses an advanced understanding of network architecture,
topology principles, and troubleshooting standards.
Responsible for implementing configuration changes (MACD and
Disconnect) in accordance with established change management
processes when requested, requiring operational procedures be
performed with minimal customer impact, (i.e. during established
Creates and maintains customer profile documentation in their
appropriate databases and works with database administrators to
ensure consistency of updates.
Performs advanced level troubleshooting in support of property
escalations and installation activities. Including but not limited
to work order entry for escalated tickets, field research and
complicated installations on an as-needed basis.
Drives field productivity through efficient call handling and
support during staging activities, as well as, during field
Works in tandem with the regional project management and field
teams in preparation of activation activities.
Oversees installation projects to ensure all checklist items are
completed properly and in a timely manner.
Responsible for scheduling of technician visits and sparing order
entry in support of property installations.
Responsible for staging and implementation checks for properties
Performs Quality Assurance checks on all installation and change
Provides onboarding support to properties during implementation and
through property employee turnover.
Performs other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Excellent customer service and communication skills
Basic knowledge of HFC network concepts, DOCSIS and end-user
Ability to communicate professionally, effectively, and courteously
with customers, coworkers and constituencies outside the
organization using a variety of communication formats (email, chat,
in-person, and telephone)
Basic knowledge of Managed WiFi tools and basic ability to use the
tools to effectively troubleshoot basic WiFi related issues
Ability to work well with others as part of a team environment
Ability to solve practical problems and deal with a variety of
variables in situations where only limited standardization
Basic knowledge of Charter products and services and familiar with
appropriate terms and abbreviations when discussing industry
concepts and issues
Basic knowledge of desktop computer hardware and software (e.g.
monitoring tools) used to analyze network performance
Ability to use online knowledge systems and search for reference
procedures and work aids (i.e. paperless resources)
Ability to write routine reports and correspondence as well as
create or produce reports outlining specific trends in the HFC
network to efficiently resolve plant issues
Ability to interpret a variety of instructions furnished in
written, oral, diagram, or schedule form
Ability to distinguish and identify various colors to identify
multiple alarm states in the tools and software utilized in the
Two-year degree or certificate telecommunications or IT
Required Related Work Experience and Number of Years
Cable/telecommunications experience (Field Ops, HFC plant 2+
Troubleshooting or Maintenance Tech)
NOC, Dispatch, Call Center Tier or help desk support experience
Networking or Equipment Programming experience 3+
Preferred Skills/Abilities and Knowledge
Certification in Network+, CCENT, CCNA, or CCNP are a plus
Certificate of Project Management preferred
Preferred Related Work Experience and Number of Years
PHYSICAL AND MENTAL REQUIREMENTS
Charter Communications is an Equal Opportunity Employer -
#LI-RW1 COP114 313919 313919BR
Keywords: SPECTRUM, Durham , Operations Implementation Specialist I, Other , Durham, North Carolina
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