Community Solutions Control Operations Specialist I
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
JOB SUMMARY
Working under direct supervision in a team environment, responsible for focusing on both outages and impairments, performs first-level Managed Wi-Fi network surveillance, alarm and intake triage and correlation of key information, ticket dispatch, fix agent support and driving toward ticket resolution. Leverages alarm, telemetry, network topology and other data sources to identify network outages and impairments to minimize Mean Time to Repair (MTTR). Ensures the details and information provided to the fix agent drive reduced restoration times and improved fix agent efficiency.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Able to perform basic troubleshooting and create tickets from active alarms.
Responsible for performing investigations of property equipment as monitoring alarms are received.
Makes outbound calls to customers and receives warm hand-off calls from CSCO Analyst and other care organizations. Resolves problems over the phone to reduce as many truck rolls as possible.
Recognizes accepts and prioritizes the urgency of trouble ticket resolution and can manage multiple priorities associated with simultaneous demands.
Accountable for staging severity levels based on outage investigations.
Uses all available monitoring equipment to proactively identify area problems.
Outage L1 - Troubleshoots / tracks down "system" problems (Whole area /node/Property).
Escalates to L2 - Notify and dispatch technicians to the site and or Senior Specialist for review.
Performs surveillance of Wi-Fi network using all applicable systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.
Understands network architecture, principles and the how the various alarm sources and other available data related to specific outage conditions.
Acknowledges basic impairment alarms and performs basic to intermediate troubleshooting, analysis, triangulation and correlation of network alarms and other data sources to identify and dispatch field technicians on outage impacting events.
Communicates the status of outage events and escalates as necessary in accordance with established standards.
Takes appropriate action and/or works with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for Managed Wi-Fi-owned issues in accordance with company standards.
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Identifies, documents and internally escalates issues related to groups outside the CSCO where additional coordination is needed and assists as needed.
Promptly escalates issues and collaborates with others to resolve software and hardware issues.
Performs other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of HFC network concepts, DOCSIS and end-user support principles
Knowledge of existing Managed Wi-Fi tools and basic ability to use the tools to effectively troubleshoot basic 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 exists
Demonstrated knowledge of desktop computer hardware and software (monitoring tools) used to analyze network performance
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 distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment
Required Education
Two-year degree or certificate telecommunications or IT emphasis
Required Related Work Experience and Number of Years
24x7 Operations Center experience - 2+
Cable or telecommunications experience (Field Ops, HFC Plant Troubleshooting, or Maintenance Tech) - 2+
NOC, Dispatch, Call Center, or help desk support experience - 2+
WORKING CONDITIONS
Office environment
Must be able to work all shifts including evenings, weekends and some holidays
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COP113 2026-69476 2026
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Health Reimbursement Account
- Long-Term Disability
- FSA
- HSA With Employer Contribution
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Family Support Resources
Work Flexibility
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Personal/Sick Days
- Leave of Absence
- Paid Holidays
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Financial Counseling
- Relocation Assistance
- Company Equity
Professional Development
- Tuition Reimbursement
- Internship Program
- Leadership Training Program
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
Diversity and Inclusion
Company Videos
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