At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

Role Summary

HN Service Desk supports the daily communication, 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.  HN Service Desk provides Tier 2 support by accessing digital systems to resolve issues remotely, preventing unnecessary truck rolls. 

Primary Responsibilities and Essential Functions

Maintain email/phone contact with all technicians and hotels in order to assign and update jobs and route information.

Assists with VOD issues on various network platforms with focus on remote restore.

Troubleshoots, and escalates to appropriate fix agents within the organization

Escalate and monitor outage situations, providing telephone verification of restored service to HN customers.  Provide hourly updates to customers through to resolution. Work with NOC via UNO tickets.

Provision VOD network devices (IRC’s, TCM’s) as necessary to ensure new EQ is set up by the hotel engineer staff.

Documents, and investigates (through network access) all incoming alarms and tickets from various VOD platforms

Learns continuously and maintains knowledge of all tools and upgrades via participation in ongoing training opportunities

Participates in a post incident reporting process to determine the best way to identify and/or isolate similar future issues 

Create update and resolve service tickets in the Remedy 

Answer VOD, HSD service calls from hotels and boundary partners

Provide hotels with notification and details of scheduled maintenance.  

Monitor technician workload to ensure all customer needs are met timely manner.

Track monthly movie update progress to ensure updates are completed for all properties.

Maintain HN tech schedules and update as necessary to ensure capacity. 

Support after hours Convention guest’s calls to appropriate ACS tech.

Ensures smooth daily shift ticket turnover by providing detailed documentation of each ticket’s status as well as any pertinent information relating to issues that occurred during the previous shift

Keeps accurate and detailed records of activities associated with events 

Creates clear, consistent, and timely notifications by utilizing standard communication tools 

Qualifications:

Minimum: 

Operational knowledge including understanding core MSO operations, 

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

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

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.

Preferred 

5 or more years of experience preferred in a Communication Center Operations/Technical environmentAS/AA or Technical Certification in related discipline strongly desired

RF networking knowledge 

IP networking 

Familiarity with element management systems for data and transport equipment

CompTIA network plus

Key Competencies:

Ability to adapt

Understanding Core Objectives

Takes initiative to learn independently

Possesses strong verbal & written abilities 

Ability to monitor and troubleshoot Network Elements

Ability / flexibility to work within a dynamic fast paced environment 

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com. 

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.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.