RNOC Technician I

As the third-largest cable provider in the nation, Cox Communications Inc. is noted for its high-capacity, reliable broadband delivery network and superior customer care. For Cox, it’s not about being the biggest; it’s about being the best.

The RNOC Technician I will keep our customers connected by supporting the RNOC vision to protect and preserve the local network integrity and provide service assurance, network intelligence, communication, and coordination, supporting all products and services for Cox Communications and Cox Business, while reinforcing the Company goal to be the most trusted provider in America. This Technician will monitor, document, and investigate incoming alarms and tickets as well as access, troubleshoot, and remote restore issues on various platforms. This individual will assume responsibility for any/all proactive and reactive tasks outlined in core functions (Incident Management, Service Assurance, Change Management, Reporting and Analysis) including Incident Command of any multi-customer outage, process change management requests, and collaborate with the NOC and other RNOC's to facilitate various tasks.

• Monitor, troubleshoot, and escalate to appropriate fix agents within the fault and Incident Management framework • Assist with remote restore issues on various network platforms including Fiber and HFC with a focus on remote restore • Coordinate and drive issues through problem resolution while minimizing restoral time and improving key incident management metrics • Assume Incident Command (IC) of any multi-customer outage, coordinating and communicating all aspects of the outage (along with the fix agent/s) to ensure quick recovery and final resolution of all customer-impacting events; May be required to assume IC of Carrier and Enterprise business customers when network SLA's are breached • Collaborate with the NOC and other RNOCs to facilitate failover scenarios, audits and event engineering **Process Performance Monitoring** • Monitor, document, and investigate (through network access) all incoming alarms and tickets from various EMS platforms • Provision network devices (HFC transponders, etc.) as necessary to facilitate monitoring, work with construction and other departments to ensure that new equipment is properly set up in monitoring (event engineering) and that alarming functions are fully tested for performance • Learn continuously and maintain knowledge of all tools and upgrades via participation in ongoing training opportunities **Post Incident Reporting and Investigating** • Investigate historical alarms and outages to trend and identify the root cause of these issues and direct repair activities to eliminate further problems • Analyze various information sources to proactively approach the investigation and resolution of network events prior to customer impact • Participate in a post incident reporting process to determine the best way to identify and/or isolate similar future issues • Process change management requests according to RNOC process, minimize impact to the customer, investigate change activity pre/post change to ensure customer impact is resolved before closing change, and fully document change tickets for all impacts/effects **Ticketing and Reports** • Ensure smooth daily shift ticket turnover by providing detailed documentation of each ticket's status as well as any pertinent information relating to issues that occurred during the previous shift • Keep accurate and detailed records of activities associated with events • Create clear, consistent, and timely notifications by utilizing standard communication tools

**Minimum** * 2+ years of experience in monitoring and/or troubleshooting network elements * 2+ years of experience within a problem management position focusing on issue ownership and resolution, including network failure isolation and repair * Completion of high school / GED / equivalent experience * Operational knowledge including understanding core MSO operations, designing and repairing HFC networks, implementing routing and switching within the network, and operating and repairing transport equipment * Employ work standards including quality control at the front of every transaction, focus on reducing service volume through a proactive approach to problem isolation and repair, and the ability to maintain productivity without immediate supervision * Ability to initiate and learn independently through multiple channels (Cox U, white papers, etc.) * Function on a 24-hour call-in basis, in the event of serious incidents, as required * Understanding of Core Objectives * Take initiative to learn independently * Excellent communication skills * Ability to monitor and troubleshoot Network Elements * Ability / flexibility to work within a dynamic fast paced environment **Preferred** * 3+ years of experience within a problem management position focusing on issue ownership and resolution and including network failure isolation and repair * RF networking and IP networking knowledge * Familiarity with element management systems for data and transport equipment