What’s The Role

The role of the CSC Tier 1 Engineer is to provide 24x7x365 support of B2B customers by monitoring and serving as the first point of contact for any problem escalations. The CSC Tier 1 Engineer works cross functionally with internal and external resources to resolve customer or network related issues. They

proactively monitor customer premise equipment and troubleshoot any issues on customer premise and access networks.

What You´ll Do

• Troubleshoot switching, digital, optical and associated telecommunications equipment from Customer Premise Equipment (CPE), to Core Access Network equipment.

• Troubleshoot CE performance and provide performance statistics and reports.

• Identifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customers.

• Uses established tracking systems to log requests; monitors progress, track problem resolution, identifies patterns of failure, recommend or implements solutions and communicate with Senior group members regarding unresolved.

• Perform basic fault analysis, isolation and remediation in switching, routing, optical and other technologies.

• Maintain accurate records in a variety of tracking resources. For example by the use of CWC’s ticketing system

• Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network connectivity problems or queries with a predetermined time frame.

• Maintain a high closure rate while maintaining quality

• Develop extensive knowledge of CWC's Business Solutions

• Effectively manage ticket queues to ensure high customer satisfaction

• Escalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’s.

• Provide technical assistance and maintain contact with customers during service impacting network events

• Participate in network maintenance to confirm service is restored after completion of maintenance.

• Troubleshooting experience within OSI Layers 1-5

• Respond to outages in accordance with business continuity

• Log all calls in the ticketing application by classifying and assigning personnel changed with restoring service

• Performs miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or Vice President.

Knowledge & Experience

• Bachelor’s degree in Engineering/ Computer Science or equivalent work experience in lieu of formal education to be determined by hiring manager.CCNA desirable

• Net+/A+ essential

• Familiarity with the principles of ITIL, certification preferred

• 1+ Years of technical experience working in a networking, Customer Service and NOC environments

• 1+ Years of experience with Cisco or Juniper devices

• 1+ Years of experience with troubleshooting IP switching and routing and managed services

Skills & Abilities

• Comprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructures.

• Must be able to understand networking routing and switching

• Punctual, regular and consistence attendance.

• Must be able to work nights and weekends, variable schedule(s) as necessary.

• Ability to function in a fast paced environment.

• Work well in a busy team, being quick to learn and able to deal with a wide range of issues

• Strong analytical skills and able to collate and interpret data from various sources

• Ability to absorb and retain information quickly

• Demonstrates a work ethic based on productivity

• Pays keen attention to detail

• Able to effectively prioritize and execute tasks in a high-pressure environment

• Strong documentation skills

• Able to work without supervision

• Strong understanding of the organization’s goals and objectives

• Highly self-motivated and directed

• Customer Service Focus

• Exceptional customer service orientation

• Makes a good assessment of customer needs

Communication Skills

• Able to express ideas in a user-friendly and business-friendly language tailored for the easy understanding by the intended audience

• Exceptional written and oral communication skills

• Adapts to different methods of communication by different parties

• Ethics and Values

• Demonstrates honesty and integrity in all interactions (with both customers and colleagues)

• Demonstrates a firm commitment to the ethics, values and standards set by the organization

• Maintains integrity and commitment to values and standards during conflicts and high pressure situation

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

Knowledge & Experience

• Bachelor’s degree in Engineering/ Computer Science or equivalent work experience in lieu of formal education to be determined by hiring manager.CCNA desirable

• Net+/A+ essential

• Familiarity with the principles of ITIL, certification preferred

• 1+ Years of technical experience working in a networking, Customer Service and NOC environments

• 1+ Years of experience with Cisco or Juniper devices

• 1+ Years of experience with troubleshooting IP switching and routing and managed services

Skills & Abilities

• Comprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructures.

• Must be able to understand networking routing and switching

• Punctual, regular and consistence attendance.

• Must be able to work nights and weekends, variable schedule(s) as necessary.

• Ability to function in a fast paced environment.

• Work well in a busy team, being quick to learn and able to deal with a wide range of issues

• Strong analytical skills and able to collate and interpret data from various sources

• Ability to absorb and retain information quickly

• Demonstrates a work ethic based on productivity

• Pays keen attention to detail

• Able to effectively prioritize and execute tasks in a high-pressure environment

• Strong documentation skills

• Able to work without supervision

• Strong understanding of the organization’s goals and objectives

• Highly self-motivated and directed

• Customer Service Focus

• Exceptional customer service orientation

• Makes a good assessment of customer needs

Communication Skills

• Able to express ideas in a user-friendly and business-friendly language tailored for the easy understanding by the intended audience

• Exceptional written and oral communication skills

• Adapts to different methods of communication by different parties

• Ethics and Values

• Demonstrates honesty and integrity in all interactions (with both customers and colleagues)

• Demonstrates a firm commitment to the ethics, values and standards set by the organization

• Maintains integrity and commitment to values and standards during conflicts and high pressure situation

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

What You´ll Do

• Troubleshoot switching, digital, optical and associated telecommunications equipment from Customer Premise Equipment (CPE), to Core Access Network equipment.

• Troubleshoot CE performance and provide performance statistics and reports.

• Identifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customers.

• Uses established tracking systems to log requests; monitors progress, track problem resolution, identifies patterns of failure, recommend or implements solutions and communicate with Senior group members regarding unresolved.

• Perform basic fault analysis, isolation and remediation in switching, routing, optical and other technologies.

• Maintain accurate records in a variety of tracking resources. For example by the use of CWC’s ticketing system

• Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network connectivity problems or queries with a predetermined time frame.

• Maintain a high closure rate while maintaining quality

• Develop extensive knowledge of CWC's Business Solutions

• Effectively manage ticket queues to ensure high customer satisfaction

• Escalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’s.

• Provide technical assistance and maintain contact with customers during service impacting network events

• Participate in network maintenance to confirm service is restored after completion of maintenance.

• Troubleshooting experience within OSI Layers 1-5

• Respond to outages in accordance with business continuity

• Log all calls in the ticketing application by classifying and assigning personnel changed with restoring service

• Performs miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or Vice President.