Community Solutions Field Support Specialist I

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Working under direct supervision in a team environment, responsible for providing break fix support to field technicians.

This position is the primary support contact to field technicians supporting property activations and break fix visits.

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Able to perform basic troubleshooting and tasks associated to break fix diagnosis and work order entry.
• Carries out tasks in support of activation of new properties, as well as, support of previously installed properties
• Possesses a basic understand of network architecture, topology principles, troubleshooting and provisioning standards in support of field technician calls during customer appointments
• Accesses and analyzes network device configuration for troubleshooting and activation activities
• Help drive field productivity through efficient call handling and support
• Provide Work Order support in adjusting, closing, and Equipment Add or Remove
• Makes outbound and receives inbound calls to coordinate proactive maintenance activities for Field Technician teams
• Creates, manages and resolves work orders for all activities routed to a field technician from all work sources either through automation or manually including activities that may be ticketed in another system such as the Biller, Remedy, or through any other ticketing process
• Maintains strong positive relationships with customers and peer groups and interacts with the other departments within the organization in supporting our end customers
• Ability to address and apply firmware upgrades when opportunities are identified Performs other duties as assigned

Required Skills / Abilities and Knowledge

Required Education

Two-year degree or certificate telecommunications or IT emphasis

Required Related Work Experience and Number of Years

Cable / telecommunications experience (Field Ops, HFC plant Troubleshooting or Maintenance Tech) 2+

NOC, Dispatch, Call Center Tier or help desk support experience 2+

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COP117 2025-64351 2025

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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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