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Job Details


Altice USA

Network Operations Center Surveillance Specialist

Telecommunications

All

Full Time

On Site

No

Bethpage, New York, United States


We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We’re building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

Under supervision of NOC Supervisors or NOC Managers, the NOC Surveillance Operator will perform basic support of network infrastructure. This individual will be responsible for tracking, escalating, and reporting all issues for all of Altice products and services

Perform basic network support including conducting daily administrative duties, supporting maintenances, perform monitoring of all network infrastructure.
Generally, perform troubleshooting and initial triage of issues with the potential of impacting 20,000 or more subscribers at any given time.
React quickly, efficiently and effectively to alarms received for supported infrastructure.
Responsible for tracking call volume into Altice (primarily via the Remedy ticket tracking system). Must be able to monitor incoming tickets, with an eye for developing trends and identifying potential issues
Document system problems, escalate and take appropriate actions according to departmental procedures. Must ensure issues are updated hourly, which includes adding notes to the Outage Board, updating Remedy tickets, contacting Command Center/ROC offices, and sending out notifications when necessary
Ability to analyze raw data and reports to provide management with a coherent picture of call trends and outage trends.
Handle all inter-departmental escalations for individual customer’s issues, performed via Remedy, e-mail and telephone communication.
Ability to speak to our customers in professional manner to gather additional details of their issue during an outage situation and/or confirm resolution. Also, guide customers through established troubleshooting procedures to identify and resolve their individual issue.
Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians and responsible business departments (BISC, Digital Services, OSP, ISP) during all outage conditions. Identify problems with respect to Network Backbone, RF Plant and CMTS/Hardware, video infrastructure, provisioning, BISC Server and applications. Coordinate with the applicable departments to ensure that all possibilities/issues are communicated. Perform necessary checks to validate resolutions.
Responsible for developing new, and modifying existing, processes that are required to meet changing business requirements.
Assist and/or mentor other NOC members in answering difficult questions/issues
Act as a “feedback loop” for continuous improvement raising issues that are consistently being brought up with regards to technology or processes.
Make recommendations/suggestions that will help the NOC and other Teams to run the business better; including but not limited to a broader set of accountabilities and identification of new ways to track the business

#LI-LP1

Two year technical degree or 3-4 years equivalent work experience required.
Cable / MSO experience a plus.
Ability to interact with senior staff and with technical/engineering personnel
Technical certifications (CompTIA, Cisco, Microsoft) a plus.
Proficient with Microsoft Operating Systems and Microsoft Office applications.
Basic level knowledge in broadband concepts.
Knowledge of DOCSIS a plus.
Ability to work an extended and flexible work schedule is required.
Shift time: The evening shift 3:00 PM – 11:30 PM with Mon/Tues off

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our [Register to View] for further details.