Technical Support Specialist III

CATEGORY: Customer Support/Client Care REFERENCE CODE: 6354 Fast paced, innovative, energizing. These are a few words to describe the exciting work environment Cox Communications creates in the many communities we serve. Beyond focusing on customers and communities, we are committed to treating our employees with integrity, dignity, and respect. In return, we expect our folks to be team players while making individual contributions, to continue learning and developing, and to try innovative ways of doing business. At Cox Communications, diversity is a critical part of our culture, values and business operations. This diversity of people, products and partners naturally stimulates a diversity of perspectives, which helps create an enviable company culture and enhance the growth and vitality of all Cox stakeholders. We invite you to explore what we have to offer. Technical Support Specialist III US-AZ-Phoenix Description:SUMMARYResponsible for providing technical troubleshooting and problem resolution to Commercial Customers in a professional and courteous manner utilizing active listening and personalization techniques so that problems are resolved on the first call as demonstrated by use of proactive customer service and call control techniques.ESSENTIAL RESPONSIBILITIES & DUTIES Provides technical support for Cox High-Capacity customers, including DS1, DS3, OCx circuits on a special Hi-Cap number. Identifies network issues affecting SONET/ATM backbone (national and local metro) through in-house monitoring and corporate supplied platforms. Configures new Cox owned customer premises hardware including routers, switches, and firewalls. Upgrades and maintains Netscreen devices via TFTP. Responds to presale design and feasibility questions pertaining to equipment, location, and best practices. Provisions IP addresses for customers through SOAK, maintaining IP database of subnets, addition of new subnets when required, escalation to local network engineers for addition to actual CMTS/Backbone devices, and confirmation testing to assure proper routing. Provides notification of carrier-level and large business customers regarding scheduled maintenances, potential hard downtime outages, and emergency network outages, coordinating with internal Cox departments for scheduling, tracking, and maintaining the correct SLA for each customer. Coordinates all planned outage and NCP move requests received from Local Data Engineers and requests additional IPs from Atlanta as needed. Performs database searches and builds spreadsheets to isolate customers for node splits. Moves NCPs in IP provisioning tool, assigns customers new static IP, gateway, and subnet mask and distributes spreadsheet to the CBS call Center for customer and National Support Center notifications. Manipulates customer DNS records, and reconfigures all Cox managed equipment (routers) the night of the node split. Configures and supports all of Cox managed VPN products, including installation, setup, and meeting customer requirements. Provides high-level support for Cox hosted products such as Domain Name Services (DNS), Web Hosting, and CoxMail including support of the sales support group and new account creations. Performs monitoring and diagnosis for intermittent cable issues, tracking the matters to resolution through utilities such as CoxStats, Polaris, EdgeHealth, and various Unix utilities. Maintains the CATS (Cox Abuse Tracking System) ticketing for abuse issues escalated by corporate for the local system, including notification (email and phone), providing customers adequate information of the abuse, providing suggestions to remedy the situation, and disconnection if required. Provides high-level assistance to the CBS Call Center personnel when required for supporting customers directly. Documents and tracks data and telephone issues using ICOMS and Remedy. Maintains user accounts for monitoring servers CATS and Edgehealth. Performs dispatch and assists technicians for all High-capacity circuit and hardware issues including configuration of hardware and troubleshooting. Performs rotational 24/7 on-call duties for all high-capacity issues pertaining to data and telephony. QUALIFICATIONS - REQUIRED Education: High School Diploma, GED or relevant work experience Experience: 5 to 7 years Customer Care / Customer Service and/or help desk experience in a data or telephony technical support environment. Experience and understanding of industry standard Ethernet and serial wiring practices.Qualifications:KNOWLEDGE, SKILLS AND ABILITIES Solid understanding of at least several network vendor platforms including Cisco routers/switches, Riverstone L2/3 switches, Extreme L2/3 switches, Tasman, and Netscreen Firewalls. Strong verbal and written communications skills. Strong knowledge of routed LAN/WAN/MAN environments and associated technologies. Excellent knowledge of DNS servers/services, Email (POP/SMTP/IMAP), and Webservers (Apache, IIS). Excellent understanding of current encryption technologies including IPSEC, IKE, x.509 certificates, and their application across various platforms including Netscreen, Cisco, Riverstone, Tasman, Juniper, and Checkpoint. Strong understanding of basic BGP, OSPF, and static routing protocols including configuration, troubleshooting, and interaction of them with each other across multiple vendor platforms. Thorough understanding of RF issues pertaining to cable data networks for fault-diagnosis and performance adherence. Strong understanding of SNMP in network monitoring, including configuration across various hardware/software platforms, security issues pertaining to SNMP, and Unix/Windows based utilities for gathering information. Solid understanding of general network technology and network security relating to hardware and software platforms used, including access-control, packet filtering, network service hardening, operating system hardening, and remote testing techniques. Solid understanding of Windows operating systems pertaining to networking and security issues. Strong knowledge of Unix/Linux/BSD/Solaris administration and system usage. Ability to recognize and diagnose network performance issues using various Unix and web-based utilities and adherence to given metrics. Excellent ability to recognize and diagnose network performance issues using various Unix and web-based utilities and adherence to given metrics. Strong problem solving and analytical skills. Excellent ability to prioritize and perform multiple tasks. Strong knowledge of ICOMS and Remedy preferred. Ability to work flexible hours and/or on-call and be open and receptive to changing environment.Salary/Benefits: > $50,000Job Location: AZ, AZJob Number: 6354Company URL: http://www.cox.com/CoxCareer/Company Profile:As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.