Operations Support Engineer II


Client Reference Code: 187766
Assist, Regional Operating Center (ROC) teams and field personnel with support to improve internal and third party tool application utilization and workforce operational effectiveness. Support includes defining process and tool functional requirements user job aid creation to drive process adoption and tool use as well as assistance in troubleshooting issues as needed. . Facilitate user group efforts and manage the request for enhancement processes. Work with various business owners, SMEs, and work groups to design and develop technical, systems, and operational processes Work with SMEs to identify, analyze, and design improvements for specific problem areas. Participate in as-is operational analysis and root-cause analysis. Act as lead customer and SME liaison for new development and implementation efforts. Respond to user inquiries and follow through to ensure resolution. Represent interests of process owners on `cross-functional project teams as needed.

Actively and consistently support all efforts to simplify and enhance the customer experience

Troubleshoots topologies, hardware, software, transmission and signaling links and protocols.

Performs network problem resolution.

Implements approved methods of procedure.

Maintains and supports protocol compatibility standards, implements network enhancements and makes recommendations for improvement.

Works on projects/ systems/issues of medium to high complexity surrounding network planning, configuration and optimization.

Handles escalated trouble calls and work closely with engineering, field technicians, and third party vendors to resolve service issues.

Works on one or more projects as a project team member Submits and execute Change Management Requests.

Validates problem descriptions and perform detailed problem diagnosis; track and update problems in trouble ticketing system.

Develops problem resolution procedures required to meet serviceability requirements.

Verifies alarms when needed; identify alarm correlations and appropriate response actions for future automation.

Maintains awareness of network activities affecting local elements.

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Advanced understanding of either IP, Video or Voice network fundamentals
Advanced knowledge of tunneling technologies such as L2 and L3 VPN’s
Advanced knowledge in local and wide area networking communications
Ability to utilize packet analysis tools and be proficient at reading network packet streams
Advanced knowledge of hardware, network operating systems and troubleshooting skills
Advanced knowledge of security features like PKI, VPN and Firewalls
Advanced knowledge of Switching and Routing Architectures
Ability to analyze network design, architecture, protocols, topology, configuration and provisioning platforms
Advanced knowledge of support systems for network management and element management systems

Bachelor’s Degree in Computer Science, Electrical Engineering or other related field or equivalent work experience

Related Work Experience
3 to 5 years Network support experience
3 to 5 years technical work experience in at least one of the following; switches and routers, Gateways and PSTN Links, DHCP, DNS, Servers, HFC Elements, Conditional Access, Video on Demand, IP Video

Skills/Abilities and Knowledge
Advanced knowledge in security systems, methods and architecture
Advanced knowledge in security systems, methods and architecture
Ability to provide continuous evaluation of the company’s network infrastructure and initiate expansion or remediation projects to support growth and mitigate risks
Knowledge of Hybrid Fiber Coax and DOCSIS/CMTS
Knowledge of Transport Technologies CWDM, DWDM, SONET, T1, Ethernet and wireless technologies

Office Environment
May work in Network Lab environment or 24X7 Network Operations environment
Occasional travel as required

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:

Charter is committed to diversity, and values the ways in which we are different.


Job Code : TWCENW350 Network Engineer Operations II Exempt


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