Posting Job Title: Technician, NOC
Requisition #: 143968BR
Posting Location: Herndon, VA, US
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Corporate office currently seeks a Technician, NOC for our Network Operations Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
Provides the first-line of technical support and escalations from lower level technical teams that support multiple TWC Services that included; Transport, Core IP Network, Voice and Applications. Also, provides network and systems surveillance and incident management support for Time Warner Cable (TWC) as a member of a team of Technicians within Time Warner's Global Network Operation Center (NOC).
Job Duties and Responsibilities:
-Fully experienced non-exempt role. Performs a variety of skilled routine and non-routine duties. Applies standard practices and policies.
-Performs duties that involve related steps, methods or application of standard practice and specific instruction with occasional variations. Performs basic research and analysis of data or information.
-Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with TWC NOC incident management guidelines
-Quickly identify and analyze network events from network monitoring system
-Follow through and assist in troubleshooting after escalating to engineering staff
-Respond to network activities, as required - this includes supporting SLA commitments between network operations and internal/external customers Responsible for providing high-level network operations support for all Time Warner Cable divisions and Regional Data Centers nationwide
-Manage change tickets within the guidelines of the TWC NOC change management procedures
-Provide input and feedback for the use and optimization of NOC network management applications/tools as well as NOC processes and procedures
-Understand and respond properly to escalation procedures
-Inform manager or supervisor in a clear, concise, and timely manner of any customer or technical issues.
-Provide quality, timely and accurate end-to-end support of any issues within defined areas of responsibility - this includes (but not limited to) phone, email and instant message (IM) contacts and documentation/tracking of the incident in the ticketing system
-Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information
-Monitor and track scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities Satisfactorily complete and maintain quarterly internal training and certification standards. Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times
-Perform other related duties and tasks as assigned or as become evident
-Initiate customer communications when appropriate
-Perform handover functions to incoming shift team members/management
-Perform investigation/documentation/reporting for customer-impacting or recurring issues
-Basic understanding of IT Systems
-Basic network troubleshooting skills - including - but not limited to - 'ping' and 'traceroute'
-Basis understanding of LAN/WAN networks
-Cisco IOS configuration experience preferred
-Working knowledge of HFC network architecture preferred
-Working knowledge of OSI Model
-Network/NOC experience in a centralized repair/troubleshooting/testing environment that included answering telephones, logging events in a ticketing system, and providing technical support and repair coordination
-Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively and conflict resolution
-Analytical and decision-making skills
-Solid multi-tasking and detail orientation skills
-Must have mature judgment and the ability to relate well with others
-Experience with ticketing systems (Remedy preferred)
-Experience with network monitoring systems (NetCool, Big Brother, HP OpenView or Spectrum preferred)
-Strong computer skills - including solid working knowledge of Windows-based applications
-Must be able to manage multiple projects simultaneously, including resources, priorities, and timelines
-Ability to read and interpret documents
-Ability to write routine reports and correspondence
- Ability to add, subtracts, multiply, and divides in all units of measure
-Ability to compute rate, ratio, and percent
-The NOC is a 24/7/365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends
Education and Experience:
Associate's degree (A.A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.
No Supervisory responsibilities with this position.
Travel 10 %
Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and a pension plan. Qualified candidates should apply online at www.timewarnercable.com.
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00236 - Herndon 13820 Sunrise Valley
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...