Comcast Network Engineer 2, Service Assurance (Managed Svcs) in Centennial, Colorado
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.
Responsible for working escalated managed service customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems. This is a customer facing position that requires a unique skillset of being highly technical, while delivering a great customer experience. Acts in compliance with industry
and Company technical requirements, standards, policies, and procedures. Works with moderate guidance in own area of knowledge.
Works ticket-based and inbound call-based reports of customer issues to resolution
Interfaces with customers to implement issue resolution and routine maintenance updates and configuration optimization
Interfaces with equipment vendors to resolve and document equipment fixes, firmware upgrades, etc.
Interfaces with off-net providers to resolve transport, outage and CPE-caused issues including cooperative testing
Assists with chronic issue resolution in cooperation with Engineer 3 and Tech 4 as assigned
Assists Engineer 1 teams with escalations and overflow volume as assigned
Able to identify root cause trends and further analyze deep tech data and to drive to resolution
Works service impacting escalations from frontline support and other internal departments
Makes configurations changes as necessary /applicable
Suggests improvements to documentation for individual customer solutions. Able to communicate at all levels of the organization clearly and effectively
Able to function independently. 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.
- Bachelor's Degree or Equivalent
- Industry certifications _ CCENT, Network , A , etc _
- Expereince supporting commercial enterprise networks
- 2-5 years of related network support experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer