The ROC IV performs and directs advanced first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage, ticket creation, dispatch, and ticket resolution. Acts as a subject matter expert for DOCSIS alarms and network topology.
Responsibilities
Actively and consistently supports all efforts to simplify and enhance the customer experience
Perform surveillance of HFC network using ROC systems, telemetry, alarms, topology, and tools to identify outages and de-impairments
Perform complex troubleshooting, analysis, triangulation, and correlation of HFC network impairments and outage events
Review network performance indicators and develop response for valid trends
Proactively monitor telemetry and alarm patterns to identify persistent and intermittent problem areas
Requirements
Two-year degree or certificate with an emphasis in telecommunications or IT
SCTE broadband and network maintenance related courses
Providing first-line support for hardware, software, and technology issues through live chat and service requests using diagnostic tools and AI.
Compensation
competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity
Responsibilities
Provides basic first-line support for hardware, software, and technology issues through live chat and service requests
Uses enterprise-authorized AI capabilities to speed up issue triage and knowledge capture
Apply emerging knowledge of hardware components, networking concepts, and operational management to support and maintain technology systems
Contribute to the improvement of processes and procedures by identifying optimization areas
Responsible for empowering employees through technology by serving as the subject matter expert for the Microsoft 365 platform and enhancing end-user productivity and efficiency.
Responsibilities
Serve as the subject matter expert for Microsoft 365 applications
Partner with internal departments to onboard new software and products
Lead workshops and provide one-on-one coaching to help end users maximize their use of Microsoft 365 tools
Create and maintain user-friendly documentation such as guides, FAQs, and instructional videos
Provide Tier 2 support for Microsoft 365-related issues and escalate complex problems when necessary
Supports Andwell's electronic health record systems and healthcare applications, improves workflows, provides training, and ensures effective use of healthcare technology.
Locations (2)
Lewiston, Maine, United States
Maine, United States
Responsibilities
Support and troubleshoot EHR and healthcare applications
Document and optimize clinical and operational workflows
Develop and deliver user training and educational resources
Participate in system upgrades, testing, implementations, and process improvement initiatives
Collaborate with Clinical Education, Quality, Compliance, Information Systems, Revenue Cycle, and service-line leaders
Requirements
Bachelor's degree in Health Informatics, Healthcare Administration, Information Technology, Business, Clinical Healthcare, or related field
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