Spectrum · 20 hours ago
Community Solutions Control Operations Specialist I
Durham, North Carolina
Full-time
Onsite
Entry Level
2+ years expSpectrum is a leading telecommunications company, and they are seeking a Community Solutions Control Operations Specialist I. This role focuses on managing outages and impairments in a Managed Wi-Fi network environment, performing surveillance, triage, and ticket resolution to enhance customer experience and minimize service interruptions.
Digital EntertainmentInternetTelecommunications
No H1B
Responsibilities
Actively and consistently support all efforts to simplify and enhance the customer experience
Able to perform basic troubleshooting and create tickets from active alarms
Responsible for performing investigations of property equipment as monitoring alarms are received
Makes outbound calls to customers and receives warm hand-off calls from CSCO Analyst and other care organizations. Resolves problems over the phone to reduce as many truck rolls as possible
Recognizes accepts and prioritizes the urgency of trouble ticket resolution and can manage multiple priorities associated with simultaneous demands
Accountable for staging severity levels based on outage investigations
Uses all available monitoring equipment to proactively identify area problems
Outage L1 - Troubleshoots / tracks down 'system' problems (Whole area /node/Property)
Escalates to L2 - Notify and dispatch technicians to the site and or Senior Specialist for review
Performs surveillance of Wi-Fi network using all applicable systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment
Understands network architecture, principles and the how the various alarm sources and other available data related to specific outage conditions
Acknowledges basic impairment alarms and performs basic to intermediate troubleshooting, analysis, triangulation and correlation of network alarms and other data sources to identify and dispatch field technicians on outage impacting events
Communicates the status of outage events and escalates as necessary in accordance with established standards
Takes appropriate action and/or works with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for Managed Wi-Fi-owned issues in accordance with company standards
Identifies, documents and internally escalates issues related to groups outside the CSCO where additional coordination is needed and assists as needed
Promptly escalates issues and collaborates with others to resolve software and hardware issues
Performs other duties as assigned
Qualification
Required
Ability to read, write, speak and understand English
Knowledge of HFC network concepts, DOCSIS and end-user support principles
Knowledge of existing Managed Wi-Fi tools and basic ability to use the tools to effectively troubleshoot basic related issues
Ability to work well with others as part of a team environment
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
Demonstrated knowledge of desktop computer hardware and software (monitoring tools) used to analyze network performance
Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues
Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment
Two-year degree or certificate telecommunications or IT emphasis
24x7 Operations Center experience - 2+
Cable or telecommunications experience (Field Ops, HFC Plant Troubleshooting, or Maintenance Tech) - 2+
NOC, Dispatch, Call Center, or help desk support experience - 2+
Benefits
Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
Company
Spectrum
Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$11.4MKey Investors
North Carolina Department of Information Technology
2023-09-01Grant· $11.4M
2015-05-26Acquired
2007-03-01IPO
Leadership Team
Dinesh Jain
Chief Operating Officer
Ken Guiberson
Group Vice President, Digital Self-Service
Recent News
2026-01-20
2026-01-06
Sports Business Journal
2025-11-08
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