NOC Surveillance Operator

Location:

Bethpage, NY, US, 11714

Brand: Altice USA

Requisition #: 1673

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

Under supervision of Network Operations Center (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).

Responsibilities

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
Document system problems, escalate and take appropriate actions according to departmental procedures.
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 customers in professional manner
Work closely with the Contact Centers and NOC Level 3 teams
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.

Qualifications

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.

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.

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