Network Tech 1, XOC

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

• Supports service reliability for over 10 million external customers using multiple telemetry vectors to perform surveillance, alarm and incident management • Responsible for incident communications, including IVR messaging for affected external customers and email/ticket notifications for internal stakeholders • Documents incident detection, scope, action taken and resolution on all incident tickets • Acts as intake for business partner detected problems, triages, creates incident tickets, and manages incidents through resolution • Facilitates conference calls to coordinate all necessary fix agents and support teams through incident resolution • Adheres to all escalation protocols on dispatching to regional, divisional, and national business partners • Documents incident detection, scope, action taken and resolution on all incident tickets • Utilizes both Command Line Interface and vendor GUIs to validate alarming, determine subscriber impact and escalate to appropriate fix agents for resolution • Adheres to NSD KPIs and performance metrics, following all national incident and severity guidelines • Overseas implementation of network changes, including ensuring IVR messaging is in place and post activity validations of alarms and services and escalates anomalies where necessary Years of experience 0-2 years.

Job Description

Core Responsibilities

• Facilitates training of lower grade technicians to better understand Telnet and Command Line Interface commands into the CMTS's, Routers, Switches etc.
• Provides surveillance for the network from the hub to the backbone.
• Assists in providing upward reporting for Utilization and Capacity constraints.
• Reviews and utilizes monitoring tools & reporting systems to trend capacity and utilization issues.
• Assists in post mortem analysis, capacity and utilization review of the VOD platform and the HSI platform.
• Isolates Video, High Speed Internet and Telephony problems by correlating information from network surveillance equipment, diagnostic tools and reported information to accurately direct fix organizations and personnel to most likely source of problem.
• Acts as the point of contact for the escalation from the HFC Desk technicians of any issues related to the Converged Regional Area Network (CRAN).
• Enters data into trouble ticketing system to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information.
• Escalates outage events and/or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time.
• Escalates to appropriate fix agency as necessary when pre-defined mean-time to repair metrics are in jeopardy of not meeting PUC and FCC requirements.
• Tracks scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities.
• Acts as local liaison to identify, correlate, communicate and verify customer impact for nationally managed care team events.
• Reviews and tracks scheduled maintenance [planned outages] using defined procedures so that each affected area receives notice as required.
• Provides remote assistance of hardware replacements.
• Organizes and performs all scheduled maintenance activities.
• Initiates and hosts conference bridges where needed: for critical issues, set up conference call with all appropriate department representatives, see issue through to resolution, document as needed.
• Writes and drives action items for post-mortems on network events to ensure follow-up for all break/fix.
• Acts as the first point of escalation from the HFC Desk.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Associate's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

0-2 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.