Comcast Wireless Systems Engineer in Philadelphia, Pennsylvania

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 contributing in the XFinity WiFi Operations Teamprovide excellent customer focused support, operating and managing network services as well as associated infrastructure in a 7/24 environment. Examples of infrastructure include but not limited to Cable Modems, Outdoor Access Points, CMTS, etc. Day to day operational responsibilities includes pro-active monitoring, identifying and analyzing trends, focused on restoration of outages, clear and concise communication and rapid restoration of services. Provides technical leadership to less experienced engineers and project teams. Mentors team members and will take responsibility for critical situations with high profile customers when needed. Works with limited supervision and direction while executing associated functions and responsibilities. Follows all operational practices and independently determines/develops approaches for non-routine solutions. Receives general direction in area of focus.

Employees at all levels are expect 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 and diversity

- Do what's right for each other, our customers, investors and our communities

Core Responsibilities:

  • Proactive/Reactive monitoring of Comcast's Xfinity WiFi Network using various Network Management tools to isolate and troubleshoot all network related issues
  • Process all customer requests for support via calls/emails/chat/tickets and take ownership of issue until complete resolution
  • Direct internal resources, and external resources while troubleshooting and resolving complex end-to-end troubles focusing on rapid restoration.
  • Advanced trouble-shooting skills. Entry-level design and development; cross systems technical knowledge; Subject matter expertise in one or more technical areas; demonstrates knowledge of technologies beyond core focus of initial study
  • Can create technical documentation (internal). Possesses strong analysis, design and implementation skills. Demonstrates ability to pick up key concepts and apply them to work. Demonstrates ability to analyze, troubleshoot, problem solve and provide input on decision making.
  • Collaborate with product and development teams to identify product and technical requirements.
  • Provides clear, crisp, and concise technical communication and coordination during large outage scenarios.
  • Setup and troubleshoot issues with other internal resources to resolve customer/network related issues
  • Advanced Knowledge of Networks:

  • Local Area Network (LAN)

  • Wide Area Network (WAN)
  • Wireless Network (WiFi)
  • Advanced knowledge of network technologies on:

  • Open System Interconnection (OSI)

  • Layer 1/2 protocols
  • Internet Protocols IP
  • Basic Knowledge of:

  • DOCSIS Standards

  • Unix Shell
  • SQL Queries
  • Good Analytical/Communication/Troubleshooting Skills
  • Ability to provide on the job training to new hires as needed
  • Create/Update processes and procedures for troubleshooting and ticket management as needed
  • Initiate root cause analysis (RCA) request, participate in RCA calls as needed, proof all RCA's prior to sending to leadership and provide feedback as needed
  • Regular, consistent and punctual attendance. Participate in 7/24 On-Call rotation.
  • Other duties and responsibilities as assigned

Job Specification:

  • Education Level Prefer Bachelor's Degree or Equivalent Work Experience
  • Certifications CCNA / CWNA is a plus
  • Generally requires 5-8 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer