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Service Assurance Technical Support Analyst II

Cox Communications

Atlanta, GA
Job Code:
Cox Communications
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Job Details

Company Cox Communications
Title: Service Assurance Technical Support Analyst II
JobID: 1719309
Category: Information Technology
Industry: Cox Communications, Inc.
Job Type: Full-time


Cox Communications is searching for a Technical Support Analyst for their Application Support team. The Service Assurance Technical Support Analyst II provides advanced technical support, and subject matter expertise in the resolution of complex single customer escalations from our Help Desk, Care, Field Services, and Cox Business teams.
The ideal candidate will possess a history of Technical Support experience in one or more of the following service segments: Enterprise Production Applications, Video, Telephony, Broadband Internet or Cox Home Life technologies.
Strong knowledge of I. T. and Telecommunications Service Delivery and Operational Service Assurance is required.
The Technical Support Analyst II will employ their expertise and advanced knowledge in the repair, restoral and future prevention of escalated issues adhering to prescribed service level targets. Engage with Cox’s Tier 1 customer facing teams, Tier 2 Network Operations Centers and Tier 3 and 4 Dev Ops and Engineering teams to ensure issue resolution, transaction reduction, and continuous improvement. Composes technical documentation and Methods of Operations Procedures as required.
These responsibilities are an integral part of a 24X7X365 operational environment.
Excellent written and verbal communication skills and the ability to translate technical concepts to both technical and non-technical audiences is required.
Primary Responsibilities and Accountabilities
• Simulates or recreates user problems to resolve operating difficulties
• Single/user customer support for residential, Cox Business, and Enterprise Applications
• Troubleshoot and resolve single user escalations from Help Desks, Field Services, Customer Care, Cox Business, and Care Advocates
• Drive resolution of single customer/user issues as technical lead for troubleshooting and Incident Management
• Troubleshoot and resolve operational issues between customer/vendor equipment and CPE (Cox Premise Equipment)
• Manage high profile VIP internal and external customer escalations expeditiously
• Conduct product and services health checks, produce reporting and escalate per process
• Perform service validations based on product, service, or application functionality and operational use.
• Identify and correlate patterns in user and customer reported issues, engage appropriate fix agents to mitigate further impacts.
• Identify platform impacting issues and partner with Tier 3 support teams and development to implement and test fixes and resolution
• Work with boundary partners to identify support requirements for troubleshooting and escalation for single user/customer support of new products, services and applications
• Adhere to defined KPIs and SLAs and provide analysis and feedback from team perspective
• Prepare trending analysis to help in providing solutions for efficiency and continuous operational improvements
• Provide 24/7 support for all assigned applications or services either on a designated shift assignment or by participating in stand by or on call to support customers after normal business hours.
• Partner with and enable Tier 1 by providing or updating tools, support solutions, coaching, training and associated documentation.
• Effectively identifies problems as they occur and takes appropriate steps to solve them.
• Correlate communication of impacting events to Tier 1 partners and field front line leadership
• Represent single customer/user during Post Incident Reviews (PIR) for service impacting events
• Open and manage vendor support cases through resolution
• Possess strong written, oral, problem solving, presentation, and collaborative skills


• 3+ years of experience in area of responsibility or equivalent degree/certification
• Must have a strong dedication to customer service
• As this is a customer facing position which requires direct communication with customers and vendors the candidate must possess strong written, oral, problem solving, presentation, and collaborative skills
• Demonstrates skill in data analysis techniques by resolving missing/incomplete information, inconsistencies/anomalies in routine research/data
• Primary contribution is in applying knowledge (product, industry, professional, technical)
• Recognized subject matter expert. Concerned with problems that have a direct and significant impact on business programs and results
• Employs work standards including quality control at the front of every transaction, focus on reducing service volume through a proactive approach to problem isolation and repair, and the ability to maintain productivity without immediate supervision
• Highly motivated, self-starter with a positive attitude, ability to face the challenges in a fast-paced environment within a customer experience-focused operations organization. Stay up to date on new technologies, understanding technical business support principles, and sharing insights with others in the organization.
• Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies
• Productive professional contributor, working independently on larger, moderately complex projects/assignments that have direct impact on department and area results
• Ability to think through the lifecycle of development and end to end processes in order to create new and innovative techniques that seek to promote end user efficiencies
• May participate in industry events and be a representative on an industry-wide committee
• Familiarity with Event/Incident/Problem/Change Management processes in MSO environment
• Demonstrates basic knowledge of a technical or specialty area
• Understanding of one or more of the following may be required.
- CPE, Entitlements, MOCA, RF, DOCSIS, QAM, MPEG, Levels, HFC, Video Path, IP Video, Linear Video, Guide, SDV, OTT, Controller, Premise Engineering
- TCP/IP and related internet protocols, such as: DNS, SIP, MCGP/NCS, POP, SMTP, HTTP, HTTPS, DHCP, and SSH. IPV6 is a plus.
- Server applications and AS/400, basic understanding of the Network Layer 2 and layer 3 of the OSI Model.
- Telephony Switching, IP Network, SS7, CISCO IOS, Adtran, Polycom, and Wi-Fi platforms

About Cox Communications


Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and


Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Organization: Cox Communications, Inc.

Primary Location: US-GA-Atlanta-6305 Peachtree Dunwoody Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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