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The Service Assurance Sr Support - Backbone plays a pivotal role in our 24x7x365 operations environment, focusing on the National IP and Transport Backbone. They provide advanced technical support, resolve complex issues, and ensure optimal customer and employee experiences through meticulous ticket and process reviews. This position is instrumental in identifying trends, implementing preventive measures, and optimizing support models to enhance service delivery. The Service Assurance Sr Support - Backbone must be a motivated team player capable of seeing projects to completion, working independently, and being willing to assist other staff in areas not specific to their duties. Excellent communication skills are essential as the role requires the ability to translate technical issues for both technical and non-technical audiences.Primary Responsibilities: Provide advanced technical support and problem resolution for the Cox backbone network across residential, Cox Business, and Enterprise platforms. Receive and manage tasks from Service Assurance Tier II groups and/or ticketing systems, ensuring timely restoration. Resolve interoperability issues between customer hardware and Cox premise equipment. Utilize automated tools to enhance supportability and validate network redundancy. Represent the team during the deployment of new products and hardware, ensuring proper instrumentation, documentation, and training. Assist in the development, implementation, and improvement of operational processes and best practices. Act as Incident Commander for outages, coordinating resources and communications effectively. Provide advanced support and training to lower-tier technicians and assist in operational readiness for emerging technologies. Maintain network integrity, perform scheduled maintenance, and collaborate with NOC Technicians and support teams. Identify opportunities for process improvement, implement disaster recovery measures, and manage complex production support issues. Perform scheduled and emergency maintenance on Network / IT elements and conduct high-level troubleshooting by creating, designing, and executing enterprise change request tickets. Interface with NOC/Service Assurance Technicians, support teams, vendors/providers, and Tier 3 boundary partners. Qualifications: Minimum: High School Diploma/GED and 5 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience; or 7 years' experience in a related field Experience in ISP, Enterprise, or MSO Network Operations environments Proficiency in protocols (e.g., DHCP, IP Networking), tools, and IT applications Experience with routers, switches, firewalls, and other relevant technologies Strong problem-solving skills, communication abilities, and teamwork capabilities Familiarity with incident management and change management Three to five years in one or more of the following categories or equivalent required: DWDM, SONET, IP and Routing Protocols, QoS traffic shaping Demonstrated ability to work effectively in a dynamic, team environment Preferred: Bachelor's Degree in a Technology field or equivalent experience Advanced understanding of routing protocols and multi-services platforms Proven ability to lead and innovate within a fast-paced operations environment Join our team and be part of a dynamic environment dedicated to delivering exceptional service and maintaining the backbone of our network infrastructure.USD 30.87 - 46.35 per hourAbout Cox CommunicationsCox 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 CoxCox 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 (link removed) 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.