Comcast Tech 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.

Job Summary:

Responsible for taking technical support calls from customers and

troubleshooting to identify appropriate resolution for managed services

such as managed broadband, managed Wi-Fi, managed router, and security

delivered over BCI and/or MetroE. Verifies network outages and escalate

to appropriate fix agents to ensure timely resolution (Tier 2, field

operations etc.) with a primary emphasis on a quality first call

resolution. Accurately documents problems including detection

information, diagnostic results and repair information by utilizing the

trouble ticketing system, customer portal and network monitoring tools.

Uses multiple software systems and applications to ensure customer

service orders and repair tickets are completed accurately and on-time.

Works with moderate supervision/guidance. Is accountable for individual

results and impact on team.

Core Responsibilities:

- Handle inbound customer repair request via phone, portal, email, and

network monitoring tools.

- Manage ticket queues.

- Interface with incumbent local exchange carriers, field service

technicians and other internal partners as needed to resolve customer

troubles.

- Provide all customer communications including status updates and

inbound automatic call distributor (ACD) calls.

- Properly document all interactions within ticketing systems.

- Utilize tools and resources to troubleshoot and repair managed

services customer problems.

- Assist with identification of chronic customer access issues.

- Achieve standards for consistent performance (scorecards).

- Identify and report deficiencies and best practices to management.

- 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.

Job Specification:

- Associate's Degree or Equivalent

-

- Network , CCENT, Ciena CE-A or similar industry certifications

- Generally requires 2-5 years related experience.

Title: Tech 2

Job Summary:

Responsible for taking technical support calls from managed services customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router, and security delivered over BCI and/or MetroE. Verifies network outages and escalates to appropriate teams to ensure timely resolution (Engineering, field operations etc.) with a primary emphasis on a quality first contact resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Uses multiple software systems and applications to ensure repair tickets are completed accurately and on-time. Able to work with moderate supervision/guidance. Is responsible to meet Key Performance Indicators for assigned role and making positive impact on the team. Provides a great customer experience.

Core Responsibilities

- Resolves customer issues reported via phone, portal, email and network monitoring tools

- Ticket management within multiple ticketing systems

- Interface with internal partners as needed to resolve customer troubles

- Interface with incumbent local exchange carriers and other off-net providers to identify defective local exchange carrier equipment through cooperative testing and coordinate replacement

- Ability to accurately read call traces, traceroutes and packet loss reports to aid in problem identification

- Use of on-net Comcast tools including Cafe, Remedy/TTS, Watchtower, Scout and CSG biller required

- Basic network diagram understanding

- Interpret test results from multiple sources to determine best path to resolution

- Is able to be flexible and adaptable to the changing needs of the business

- Utilize tools and resources to troubleshoot and repair managed services customer problems.

- 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

Products and Services Supported

Custom implementations for large customers based on the following product set

Access (Circuits, Transport and Voice):

Support of on-net circuits including cable (BCI) and MetroEthernet (EDI, EPL, EVPL, ENS)

- Equipment supported

- All cable modems including Arris, Cisco BWG (3939b, 3941b) and DPC3008, Netgear (CG3000, 3000DCR, 3700) and SMC (D3G, Dory).

- Fiber handoffs including Ciena 3916, 3930, LE311V and Juniper ACX1100 and ACX1200 switches

Core routers including Cable Modem Termination Servers (CMTS) and other core routers (Cisco ASR9000 and ASR10000 series, Nexus, CRS3, Juniper MX960/EX4200/EX4550/MX2020).

- Tools used

- Cafe, Remedy, COMTRAC, Workbench, DonRiver, Century, CSG, SingleView, Scout, Watchtower, ILEX, Pivot, WUG, SevOne, EROne, etc.

Support of off-net circuits including DSL, cable, fiber and MetroEthernet (full off-net and off-net Type II MetroEthernet).

- Equipment supported

- A wide variety of provider demark equipment DSL modems, cable modems and Fiber handoffs. Models vary by provider.

- Configuration of off-net provider demark equipment including DSL and cable modems, T1 IADs and fiber ONTs to bridged, static, NAT, and PPPoE configurations to interface correctly with managed equipment.

- Tools Used

- Off-net provider online ticketing systems, Pivot, ILEX, DonRiver, Century.

- Providers Interfaced With (Domestic and International)

Direct interface with off-net providers including Antietam Cable, Armstrong OneWire, AT&T, Atlantic Broadband, Bell Canada, Bell South, Blue Ridge, Brighthouse, Buckeye, Cable ONE, Cable Vision, CableSouth Media 3, CenturyLink, Charter, Cincinnati Bell, Clear Wireless, Comporium, Covad, COX Communications, Execulink Telecom Canada, Frontier, Global Capacity/Megapath, GTT Communications, Hawaiian Telecom, IBBS, Insight Cable/Communications, Longview Cable (Texas), MediaCom, Mid-Continent/MidCo, New Wave, Northland Communications, Optimum, Penn Teledata, PowerNet Global, Qwest, SageNet, SkyRiver, Spectrum, SuddenLink, Telnes, Toast Net, Time Warner Cable (TWC), Verizon, Vyve, Windstream (AllTel), WOW, XO Communications, Zayo Group, Zito Media and others.

- Coordination with off-net providers and customer help desks for provider dispatches.

Support of 3G/4G and satellite primary and backup circuits

- Equipment Supported

- Cradlepoint (250/450/650/750/1400/1600), FortiExtender (FEX40D), SonicWall EVDO, carrier EVDO cards, Feeny, ViaSat, VSAT and other solutions.

- Tools Used

- Cradlepoint ECM, Fortinet management tools, ViaSat portal, ILEX, Pivot.

- Providers Interfaced with (Domestic and International)

- Wireless and satellite providers including AT&T, AT&T Canada, Verizon, T-Mobile, Sprint, ViaSat and SageNet to diagnose and repair access issues.

On-Net Voice including BCV, PRI, SIP, BVE and mixed orders

- Equipment Supported

- Cable Modems (eMTAs), AdTran 900 series, EdgeWater EdgeMark handoff devices and PolyComm VVX300, VVX400, VVX500 and other BVE handsets

- Tools Used

- IRIS, Neustar, EdgeView, BACC, BroadSoft BWAS, n-Command, Remedy, ILEX, Pivot, Cafe, CSG

Off-net and Over the Top Voice including BroadCloud, XCast, VeloCloud

- Equipment Supported

- Cisco and AudioCodes (MP112, MP118) ATAs, Dect 6.0, Yealink T21P, T46G, W52P, Panasonic and PolyComm VVX300, VVX400, VVX500 wired and wireless handsets.

- Tools used

- BroadSoft RIALTO management and activation, BroadSoft PacketSmart, XCast portal, VeloCloud portal, Pivot, ILEX, NeuStar

- Additional Support for Off-Net Voice

- Day of job porting of numbers in coordination with over the top providers.

Managed Equipment

Equipment Types

- Managed Routers including Juniper, AdTran and Cisco (881, 1700, 2900, 3900 and 4000 series).

- Managed Security devices including Cisco Meraki MX series security appliances, FortiNet (60C, 60D, 60E, 90C, 90D), SonicWall (TZ200, TZ300), Cisco, Juniper and WatchGuard firewalls and adaptive security appliances (ASAs). Device-based configuration including VPN management, Whitelisting, WiFi (pre-share keys) and VLAN configuration

- Managed Switches including Cisco Meraki MS series, FortiNet FSW series, HP/Aruba 2500 series and Cisco

- Managed Access Points including Cisco Meraki MR series, FortiAP, AeroHive, HP/Aruba, SonicPoint and Mojo

- Managed CPE phone equipment and PBXs including Panasonic analog TDA700 and SIP TDA50 call managers, Dect 6.0, Yealink T21P, T46G, W52P, Panasonic and PolyComm VVX300, VVX400, VVX500 wired and wireless handsets, Cisco and AudioCodes ATAs

- Fax to email

- POE injectors

- Managed UPS solutions including WattBox, TrippLite and APC

Configuration and equipment management tools used

- FortiManager, FortiAnalyzer Cisco Meraki dashboard, Mojo Dashboard, WattBox portal, SolarWinds, WUG

- VPN and domain name management tools including DynS and DynECT

- Datacenter-located cloud VPN concentrators utilizing Ciena 5142 handoffs and FortiNet certificate-signed VPN solutions

Protocols :

- TCP/IP, EIGRP, OSPF, MPLS, BGP, PPPoE, PPP, NTP

Qualifications Desired :

- Associate Degree or Equivalent preferred

- Generally requires 2 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer