The Operations Center, HFC Technician is a analytical level position to the HFC Service desk.

Primary responsibilities include: analysis, dispatch, ticket prioritization, customer callbacks, validation and correlation of escalated customer tickets to resolution.

Provide technical assistance to Tier 1 and Line Technicians.

Responsible for validating HFC resolutions.

Primary Duties and ResponsibilitiesAnalyze and monitor for alerts: PathTracki, Watchtower/ExtremeScout, Market Health, power supply monitoring, CMEX / VSM, and other Plant Operations toolsGenerate tickets for items requiring Line Technician attention in preparation for routing by Level 1 TechniciansInclude correlation of pending CR's as appropriateAdjust IVR settings as appropriateImplement preventive maintenance schedules for HFCProvide technical assistance to Tier 1 and Line TechsCoordinate with other roles inside and outside the LMC When HFC issues are suspectedWhen unclear if multi-node issues are HFC or headend relatedIsolate 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 problemEnter data into trouble ticketing system to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information.

Escalating outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time Escalate to appropriate fix agency as necessary when pre-defined mean time to repair metrics are in jeopardy of not meeting PUC and FCC requirementsTrack 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.

Manage communications throughout resolution with customer, field staff and any internal staff as needed.

Review and track scheduled maintenance [planned outages] using defined procedures so that each affected area receives notice as requiredMaintain and monitor multiple queues through TTS and CSG. Isolate and/or identify network versus headend issues.

Other duties as assignedPunctual, regular and consistent attendance a must.

Required Skills: High school diploma or equivalent is required2 year degree in electronics preferred or combination of education and equivalent work experience; NCTI, SCTE, Microsoft or Cisco certifications preferred.

Computer networking knowledge and terminology desirableUp to 12 months experience in an HFC Service desk Level 1 position Minimum of 12 months experience in a centralized repair/troubleshooting/testing environment, providing technical support and repair coordinationThe following will also be considered: experience as an System Technician or comparable dispatch or field-related position; military electronics training and experience Broad based knowledge of telecommunications field including internet, telephony, VOD and HFC cable systems strongly preferred for correlation.

Skills Requirements: Demonstrated ability to perform all functions of Level 1 HFC TechnicianDemonstrated ability to perform routine functions such as answering phones, hand held radioStrong computer skills.

Including solid working knowledge of Windows based applications Excellent verbal and written communication skillsAbility to work under pressure and within a fast paced environmentAbility to wor.

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