Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Experienced technical specialist with deep subject matter expertise in areas such as Wi-Fi, routers, and voice services. Skilled in conducting time study analyses to identify process gaps and improve KPIs, while supporting high-profile customers with advanced troubleshooting and managed services. Will help mentoring new technicians, assisting with technical training, and presenting to small groups. Plays a role in operational transitions from Network Design & Engineering, oversees support ticket progress, and helps assign production tasks based on complexity and priority. Maintains high performance standards, identifies chronic issues and best practices, and ensures consistent, reliable attendance with flexibility for variable schedules and overtime. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities

• Subject matter expert in an area such as Wi-Fi, Router, Voice etc.
• Time study analysis on new and existing customers for KPI's, assess process gaps and opportunities
• Has acquired sufficient specialized knowledge to support high profile customers.
• Capable of demonstrating processes and procedures to newly hired Techs 1 and 2 during shadowing.
• Able to make presentations in area of subject matter expertise to individuals or small groups.
• Aide in Documentation turnover from Network Design & Engineering team to Operations
• Assisting with support ticket oversight, providing updates to leadership on active tickets across vendors and their impact
• Assist with technical training alongside Network Engineers
• Assisting with the assignment of production work to technicians based on complexity, Time to Configure (TTC), and priority
• 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

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.

Skills

Analytical Skills (Inactive), Analytical Tools, Communication Relationship, Critical Analysis, Critical Thinking

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 benefits summary on our careers site for more details.

Education

Associate'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.

Certifications (if applicable)

Relevant Work Experience

5-7 Years

Comcast is 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, genetic information, or any other basis protected by applicable law.