HFC Tech 2, XOC -HFC Tech 2, XOC -Atlanta, GA -Requisition #:192122 -Job Type:Full Time -Location:Atlanta, GA -Team:Other, Technology -Pub Date:1/2/19 Job Summary: Responsible for senior level analysis, dispatch, ticket prioritization, customer callbacks, validation, and correlation of escalated customer tickets to resolution at the HFC Service desk. Responsible for validating HFC resolutions. Works with moderate supervision/guidance. Is accountable for individual results and impact on team. Employees at all levels are expect to: - Understand our Operating Principles; make them the guidelines for how you do your job - Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services - Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences - Win as a team-make big things happen by working together and being open to new ideas - Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers - Drive results and growth - Respect and promote inclusion and diversity - Do what's right for each other, our customers, investors and our communities - Responsible for senior level analysis. -Dispatch, ticket prioritization. - Customer callbacks. - Validation, and correlation of Plant and Customer escalated tickets to resolution. - Works with moderate supervision/guidance. - Is accountable for individual results and impact on team Core Responsibilities: - Analyzes power supply monitor and all designated plant operations tools and systems and monitors for alerts. - Generates tickets for items requiring additional attention in preparation for routing; includes correlation of pending CR's as appropriate and adjusting IVR settings as appropriate. - Implements preventive maintenance schedules for HFC. - Provides technical assistance to lower-level technicians. - Coordinates with other roles inside and outside of the Excellence in Opertions (XOC) department, including issues where HFC issues are suspected and when unclear if multi-node issues are HFC or headend related. - Isolates Video, High Speed Internet, and Telephony problems by correlating information from network surveillance equipment, diagnostics tools, and reported information to accurately direct fix organizations and personnel to most likely source of problem. - Writes and drives action items for post-mortems on HFC events to ensure follow-up for all break-fix. - Uses company technology, support tools, and contact systems to the fullest potential and as outlined by established business processes/protocols. - Escalates outage events and or impairments to appropriate individuals and organizations when not resolved in the prescribed amount of time. Escalates to appropriate fix agency, as necessary, when pre-defined meantimes to repair metrics are in jeopardy of not meeting PUC and FCC requirements. - Oversight and management of field activity in applicable tools. - Maintains and monitors multiple queues through ticketing systems. Isolates and/or identifies network versus headend issues. - Provides technical assistance to lower-level technicians. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. - Other duties and responsibilities as assigned. Job Specification: - Need experience in dealing with the HFC- plant and Fiber. - Experience with data mining and reporting is highly desired. - The Ability to use advanced web tools is required - High School education or Equivalent - Generally requires 2-5 years related experience.