Engineer 1, Comcast Business Service Assurance

Job Description

Job Summary

Responsible for assessing customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems. Acts in compliance with industry and company technical requirements, standards, policies and procedures. Works under general supervision and may require training and detailed instructions for assigned tasks.

Job Description

** Must live in the NorthEast Division for this position **

Core Responsibilities

• Performs basic research on root cause of technical problems for customers.
• Applies knowledge of platforms, including PC/Windows operations, networking and communications to technical problems.
• Demonstrates knowledge of process and procedures around systems and possesses critical thinking skills to work independently to solve technical issues.
• Manages, maintains relationships, collaborates, and documents technical problems for internal and external customers to provide the most effective resolution, including escalation if necessary.
• Demonstrates knowledge and ability to troubleshoot and analyze all layers of the OSI model, networking protocols, packet captures signal levels (RF and fiber light), DNS, email delivery, VLAN configuration, and is able to collaborate with customers, and other ISPs on issues.
• Have a strong applied knowledge of Business Internet, Business Voice, Ethernet Dedicated Internet, Ethernet Private Line, Ethernet Virtual Private Line, Ethernet over Hybrid Fiber Coax, and Offnet issue identification & resolution
• Demonstrates knowledge and ability to utilize command line interfaces to manage Ciena, Juniper, Adtran, Edgewater, and Cisco devices.
• Demonstrates knowledge and ability to resolve data system issues that are referenced for the Comcast Business website, mobile application, and Comcast Business mobility mobile app for Commercial IMS and Business Voice Edge.
• Demonstrates a strong applied knowledge of switch troubleshooting, provisioning, and configuration in Commercial IMS, and Broadsoft evident by the ability to manage, troubleshoot and configure complex call flows
• Demonstrated knowledge and ability to utilize call traces to identify, trend, and escalate network issues though solid understanding of SIP & SS7.
• Ability to troubleshoot configurations of Polycom phones, and various types of premise equipment.
• Demonstrates knowledge and ability to identify, prove, summarize, and escalate firmware issues to national engineering partners.
• Documents and communicates technical situations within the troubleshooting tools both internally and externally.
• 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.

** 1 year Comcast Business technical experience preferred **

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

Bachelor's Degree

Relevant Work Experience

0-2 Years

Salary:

Base Pay: $20.31

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.

Salary:

Base Pay: $20.31

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.