Service Delivery Engineer

Job Description

Job Summary

The Service Delivery Engineer configures and tests customer circuits and manages tickets for carrier Failure After Installs until resolution. Responsible for the remote installation, configuration and testing of managed services equipment for new customers and replacement equipment for existing customers. Acts in compliance with industry and Company technical requirements, standards, policies and procedures.

Job Description

Core Responsibilities

• Troubleshoot escalated issues with external customers and network/telecom providers
• Work with service providers and vendors to drive issues to resolution
• Preconfigure managed router and NIDs using standard and non-standard templates
• Perform end to end testing on circuits for new and existing customers
• Perform routine circuit testing and acceptance in accordance with written standards
• Investigate and complete reason for outage (RFO) on all assigned tickets
• Mentor and help train new Service Delivery Engineers
• Work closely with Service Implementation Managers, Provisioners, Tier 2 NOC Engineers,
  and carrier partners to ensure a positive customer experience on circuit completions
• Perform configuration, turn-up and testing of managed services equipment for day 1 customer installations and day 2 support of existing customers.
• Work with off-net providers to troubleshoot connectivity issues with circuits or vendor supplied Customer Premises Equipment (CPE).
• Use various software systems and applications to effectively troubleshoot issues and equipment relating to underlying network connectivity, as well as to identify configuration and other related issues with managed services equipment.
• Train and mentor supported teams.
• Collaborate with and foster relationships with internal and external customers.
• 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:

• Have advanced level knowledge of TCP/IP and UDP.
• Working knowledge of QOS, Layer 2 VPLS and MPLS network principals.
• 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.

Experience:

• Minimum 5 years’ experience working in LAN/WAN support role (Configuration responsibilities including LAN switches, firewalls, routers, etc.)
• Experience with routing protocols such as BGP, IBGP, and OSPF.
• Experience with Alcatel, Cisco, Avaya, Overture and Adva network elements

Certificates/Licenses/Registration:

• CompTIA Certification & CCNA (Cisco Certified Network Associate) desirable.

Work Schedule:

• Work set-up: Hybrid (expected to report on site at least 2-3 times a week)
• Amenable with nightshift / shifting schedule
• Willing to be assigned in Mandaluyong City

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.

#Masergy

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor'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.

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.