NOC Surveillance Operator

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 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 our customers in professional manner
• Work closely with the Contact Centers, NOC Level 3 Technical Team, NOC Technicians and responsible business departments (BISC, Digital Services, OSP, ISP) during all outage conditions. Identify problems with respect to Network Backbone, RF Plant and CMTS/Hardware, video infrastructure, provisioning, BISC Server and applications.
• 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.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty