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Service Management Technician Associate Job
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Kansas City, Missouri |
About this job
Posting Job Title: Service Management Technician Associate
Requisition #: 173759BR
Posting Location: Kansas City, MO, US
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Corporate office currently seeks a candidate for our Technology and Network Operations Division. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary
The
Service Management Technician
is an entry level surveillance function (Eyes on Glass) for Time Warner Cable services ( voice, video and high speed data). This includes correlation of identified customer impacts to ongoing NOC-owned events and change management activities.
Essential Job Functions:
The Service Management function will expand into a 24x7x365 responsibility. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, weekends and holidays.Using custom developed tools, quickly identify and analyze the health of TWC services delivered to our customers.Exhibit a high level of intellectual curiosity that motivates the candidate to troubleshoot and evaluate data from a variety of applications and recommend the best escalation path to the appropriate tiered support, according to defined procedures.Follow through and assist in troubleshooting after escalating to next tier staff.Respond to network/systems/application incidents and activities. This includes, supporting SLA commitments between Network Operations and Customers (internal and external).Work independently with little supervision while providing clear documentation of activities, including customer, management, and reporting oriented information as well as detailed technical information.Understand and respond properly to escalation procedures.Inform management in a clear, concise, and timely manner of any identified customer issues.Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times.Perform other related duties and tasks as assigned or as become evident.
Job Requirements:
Demonstrates excellence and an attention to detail in written and oral communications (grammatical, spelling, facts, layout/style, professionalism)Demonstrate motivation, willingness to learn new concepts and technologies.Ability to track multiple resources working on multiple, concurrent incidents/problemsWell-rounded diagnostic and troubleshooting skillsGeneral knowledge of telecommunications technologies.Knowledge of telecom networks including IP network understanding.Knowledge of various OS including Unix - Solaris/Linux, Windows server, and applications.Hands on experience (telnet, ssh, ping, traceroute, etc.)Basic understanding of DNS, DHCP, http, email, etc.Ability to work under pressure and within a fast-paced environmentMust be willing to work in an entrepreneurial environment requiring adaptability, quick learning and excellent problem solving skillsAssertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external peers.Must have mature judgment and the ability to relate well with othersStrong computer skills---including solid working knowledge of Windows-based applicationsMust be able to manage heavy workloads and high levels of activity and stressMust be able to manage multiple projects simultaneously, including resources, priorities, and timelinesAbility to write routine reports and correspondence
Education and Experience:
Associate's degree (A.A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.
Supervisory/Managerial Responsibilities:
No Supervisory responsibilities with this position.
Travel Requirements:
None
Physical Demands:
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and a pension plan. Qualified candidates should apply online at www.timewarnercable.com. EOE/M/F/D/V
FCC Unit_TWC: 3473
Controlling Establishment ID: 00049 - Kansas City 6550 Winchester
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTE0039
Requisition #: 173759BR
Posting Location: Kansas City, MO, US
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Corporate office currently seeks a candidate for our Technology and Network Operations Division. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary
The
Service Management Technician
is an entry level surveillance function (Eyes on Glass) for Time Warner Cable services ( voice, video and high speed data). This includes correlation of identified customer impacts to ongoing NOC-owned events and change management activities.
Essential Job Functions:
The Service Management function will expand into a 24x7x365 responsibility. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, weekends and holidays.Using custom developed tools, quickly identify and analyze the health of TWC services delivered to our customers.Exhibit a high level of intellectual curiosity that motivates the candidate to troubleshoot and evaluate data from a variety of applications and recommend the best escalation path to the appropriate tiered support, according to defined procedures.Follow through and assist in troubleshooting after escalating to next tier staff.Respond to network/systems/application incidents and activities. This includes, supporting SLA commitments between Network Operations and Customers (internal and external).Work independently with little supervision while providing clear documentation of activities, including customer, management, and reporting oriented information as well as detailed technical information.Understand and respond properly to escalation procedures.Inform management in a clear, concise, and timely manner of any identified customer issues.Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times.Perform other related duties and tasks as assigned or as become evident.
Job Requirements:
Demonstrates excellence and an attention to detail in written and oral communications (grammatical, spelling, facts, layout/style, professionalism)Demonstrate motivation, willingness to learn new concepts and technologies.Ability to track multiple resources working on multiple, concurrent incidents/problemsWell-rounded diagnostic and troubleshooting skillsGeneral knowledge of telecommunications technologies.Knowledge of telecom networks including IP network understanding.Knowledge of various OS including Unix - Solaris/Linux, Windows server, and applications.Hands on experience (telnet, ssh, ping, traceroute, etc.)Basic understanding of DNS, DHCP, http, email, etc.Ability to work under pressure and within a fast-paced environmentMust be willing to work in an entrepreneurial environment requiring adaptability, quick learning and excellent problem solving skillsAssertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external peers.Must have mature judgment and the ability to relate well with othersStrong computer skills---including solid working knowledge of Windows-based applicationsMust be able to manage heavy workloads and high levels of activity and stressMust be able to manage multiple projects simultaneously, including resources, priorities, and timelinesAbility to write routine reports and correspondence
Education and Experience:
Associate's degree (A.A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.
Supervisory/Managerial Responsibilities:
No Supervisory responsibilities with this position.
Travel Requirements:
None
Physical Demands:
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, and a pension plan. Qualified candidates should apply online at www.timewarnercable.com. EOE/M/F/D/V
FCC Unit_TWC: 3473
Controlling Establishment ID: 00049 - Kansas City 6550 Winchester
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTE0039
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