Hospitality Help Desk Technician I

JOB SUMMARY:

Hospitality Network Help Desk supports daily communications, routing of field technician work and inbound customer call activity specific to Hospitality Network products and platforms. They are responsible for assuring service calls are responded to in an efficient manner so that customer satisfaction and field productivity goals are met.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS :

• Serves as the primary point of contact for Hospitality Field Services, properties and internal business partners.
• Provide support for Hospitality Field Services and properties.
• Maintain email/phone contact with all technicians and hotels to assign and update jobs and route information.
• Answer Video on Demand service calls from hotels and boundary partners
• Assist in Video on Demand issues on various network platforms with focus on remote restore.
• Provision replacement Video on Demand set top boxes for Allin and Seachange video services as necessary to ensure new equipment is set up by the hotel engineer staff.
• Support Video on Demand platform IRE (In Room Entertainment) via Hospitality Network IRE Admin tool. Trouble shoot with property and technicians.
• Trouble shoot and escalate to appropriate fix agents within the organization.
• Escalate and monitor outage situations, providing telephone verification of restored services. Provide hourly updates to customers through resolution. Work with NOC (Network Operations Center) via UNO (Network Incident) tickets and SHOUTS.
• Keeps accurate and detailed records of activities associated with events.
• Participates in Post incident reporting process & timelines by preparing documentation for incident reports.
• Learns continuously and maintains knowledge of all tools and upgrades via participation in ongoing training opportunities.
• Responds to boundary partner issues and questions, ensuring mutual understanding and commitment to delivering the best possible customer service.
• Creates clear, consistent, and timely notifications by utilizing standard communication tools.
• Provide hotels with Enterprise Change Requests notification and details of scheduled maintenance.
• Submit Return Merchandise Authorization requests for Extreme and Cisco equipment via HLP (service) tickets for outline properties.
• With guidance, perform standard quality assurance duties including:
  • Monitoring network and service events
  • Identifying events/ incident impact on service
  • Providing technical support to assist field service personnel.
  • Perform Live troubleshooting.
  • Coordinate with fix agents to perform repair.
• Assist with Tier II support:
  • Whitelisting devices
  • Bouncing ports
  • Console into devices to live troubleshoot and verify services status.
  • Verify and monitor equipment up and down status.
  • Equipment processing as needed in a laboratory/warehouse environment.
  Other duties as assigned in support of technicians and customers.
  

QUALIFICATIONS AND EXPERIENCE:

QUALIFICATIONS

Minimum

• Operational knowledge including understanding core MSO (Management Services Organizations) operations,
• Ability to initiate and learn independently through multiple channels (Learn@cox, etc.)
• Two years minimum experience within a problem management position focusing on issue ownership and resolution.
• Completion of high school / GED / equivalent valued experience
• Functions on a 24-hour call-in basis, in the event of serious incidents, as required.
• 5 or more years of experience preferred in a Communication Center Operations/Technical environment.
• Requires strong knowledge of Microsoft Word, Excel, Outlook, trouble ticketing database systems,
Excellent communication, problem solving, interpersonal, training, and collaborative skills to work effectively with process-oriented teams throughout organization.

Key Competencies

• Ability to adapt.
• Understanding core objectives
• Takes initiative to learn independently.
• Possesses strong verbal and written abilities.
• Ability to monitor and trouble shoot Network elements.
Ability / flexibility to work within a dynamic fast paced environment.

Preferred

• AS/AA or Technical Certification in related discipline strongly desired
• RF networking knowledge
• IP networking
Familiarity with element management systems for data and transport equipment

USD 19.18 - 28.80 per hour

Compensation:

Hourly base pay rate is $19.18 - $28.80/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits:

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

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.

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