LMC Rep 3 (Atlanta, GA) at Comcast
Posted in Engineering about 1 month ago.
Type: Full time
Location: Chamblee, Georgia
Southern Division
This position is responsible for trouble shooting thru different monitoring tools both Video and High Speed Data (HSD) and CDV Outages for the subscribers within the Southern Division. Trouble ticket creation is instrumental in tracking outages. Headends, OTNs and HUBs will also be monitored to determine facility health thru monitoring tools sets. Keen trouble shooting abilities are required to minimize system outages.
• Trouble Ticketing alarms received from cable Headend facilities and HFC Plant: Generators, UPS, Air Conditioning, VOD, RF Frequencies, Multiple Networks, Fiber Networks, Video Transport, System Power Supplies and Subscriber Modems.
Knowledge of network architecture
Network Routing knowledge, OSPF or BGP a plus
• Perform Notifications and Escalations of Outages and Scheduled Maintenances/Change Requests for with Technicians, Supervisors, Managers, Directors, Dispatch, Call Centers and Division Personnel.
• Correlates data using Non Responding, Power level Reports, CMEX/Auspice and other software tools to identify customer-affecting issues.
• Interpret power supply failures and use CMEX command line to determine plant outages.
• Provide support of monitoring Equipment for Communications Technicians and Dispatchers in cable systems.
• Perform Daily, Weekly, and monthly reports for Outages, HFC Return, VOD Alarms and video outages.
• Provide information to the Headend, Dispatch, Technicians, Supervisors, Managers and Directors.
• Learn all future software applications to be used at the Local Management Center.
• Must be a self-starter to learn both in the classroom training environment and self-study. Must be open to changes in technologies and system requirements.
• Perform other duties as assigned.
Required Skills:
• 2 or 4 year technical degree or the recognized equivalent required.
CCNA or CCNP or equivalent knowledge
• • Must have strong internal customer orientation, with effective interpersonal skills including but not limited to professional telephone etiquette.
• Must have good communication skills, as well as verbal/written communication abilities to clearly communicate your analysis to Field, Headend and Network Technicians by phone.
• Strong PC skills a must.
• Must be able to multi task and perform many duties dealing with customer Video and HSD outages.
• Proficient data entry and computer processing skills word processing, spreadsheets calculating capabilities and E-Mail.
• Outage Identification including Basic RF and online troubleshooting.
• Perform all tasks using specialized proprietary software, AM, Cheetah, Docsis Power Supply Status Monitoring software. ROSA, OneClick or Spectrum, CMEX, Archer/Auspice, BAM, TTS, E-mail, Falcon Software, Trialithic and SNMP alarm traps.
• Trouble Ticket System (TTS) knowledge is a plus.
• Some experience working with 24X7 operational processes related to network support.
Physical Job Requirements:
Sitting
Signup for an account or login to get information on applying for a job.
