Help Desk Technician Job in New Castle, Delaware US
Candidates must be willing to work a 4x10 shift from 10:00 p.m. to 7:00 a.m. on the following days wed-sat or Sunday - through Wed..
Job Summary
This position consists of staffing a 24x7 monitoring facility, will require operation of many computer systems, and schedule flexibility to ensure uninterrupted coverage. This expectation for this position is that shifts will be scheduled on weekends and nights, including Holidays. Candidates must be willing to work a 4x10 shift from 10:00 p.m. to 7:00 a.m. on the following days wed-sat or Sunday - through Wed..
Major Duties:
- Provide advanced service delivery HFC network management and proactive network surveillance for a Converged RF network including Video, High Speed Internet, IP Networking and Voice products.
- Outage management
- Network dispatching of technicians for outage events and SM
- Knowledge of computers, computer software applications and/or Radio Frequency (RF)
- Generate trouble tickets and assign to fix agents with the ultimate goal being to minimize customer impact and expedite resolution. This includes
closing of tickets accurately and best ticket practice.
- Understand correlations and be able to apply manual TTS correlations
- Communicate outage information on a real time basis with 100% accuracy so that all audiences can easily understand the event and react appropriately. Including escalations and notifications.
- Creation of SM tickets for plant maintenance.
- Respond to all internal and external customer requests in a professional, accurate and efficient manner. Individual must have the ability to provide executive summaries when needed to the highest level of Company leadership.
- Business Solution/ Commercial enterprise customers issues
- Dispatch work orders and/or information to maintenance personnel for Scheduled and Preventative Maintenance
- May be required to be on-call or back up other LMC specialists
- Continuously learn all cable network systems, distribution technology, and NMC software tool-sets.
- Perform other duties as assigned
- Proficiencies:
- Basic Knowledge of Company Products and Services
- Basic Knowledge of Areas monitored and Department Contacts
- Basic application of tools and uses.
- Proficient with TTS ticketing
- Must certify at Tier I within 6 months.
Minimum Qualifications
- High School Diploma plus 2 years technical school or the recognized equivalent in work experience preferred
- Understanding of CATV architecture and Audio/Video/RF technology would be preferred
- Company Cable
- Troubleshooting skills with the ability to quickly diagnose outage conditions would be preferred
- Must possess excellent communication skills to clearly communicate analysis to technicians on the phone.
- Proficient with the operation of PCs and various software suites
- Must be able to Multi-Task
- Must be able to work a flexible schedule, including rotating weekend shifts
- Must have valid drivers license in good standing
*Must be able to pass a background check and a drug test*
