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 working escalated Managed Services customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems. This is a customer facing position that requires a unique skillset of being highly technical, while delivering a great customer experience. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Works with moderate guidance in own area of knowledge.

Job Description

Core Responsibilities:

• Serve as an initial responder within the NOC, identifying, troubleshooting, and swiftly resolving network problems, to assist in keep our network running smoothly.
• Monitor our Network Management System (NMS) for any faults or alerts. Maintain and create technical documentation of processes and procedures used throughout normal operations.
• Provide technical support for a wide range of telecom transport services, from T1 to DS3, OCx, Fiber, and Ethernet facilities.
• Function as the single point of contact for both internal and external clients, addressing issues related to our SD-WAN, MPLS, Internet, VoIP, and other managed services.
• Act as an escalation point for Managed Services customers.
• Interface with off-net carriers to drive escalation issues.

• Ensure that customer configurations across multiple platforms are kept up to date.
• 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.

Additional Skills:

• Bachelor’s degree in a technical discipline and/or 3-5 years’ relevant experiences required.
• Experience in NOC operations and process management including working in ticketing systems [Service Now, Remedy, Salesforce, etc.]
• Organization skills, a meticulous mindset, and the ability to effectively manage concurrent projects.
• Ability to work 1st or 2nd shift work hours, especially weekends, and participate in a rotating on-call schedule.
• Ability to work in a demanding environment with limited supervision
• Knowledge and usage of SolarWinds, PRTG, SevOne, Cacti, Libre, or similar monitoring tools
• Thorough understanding of layer 2/Layer 3 routing/switching including routing protocols, ACL, filtering.
• Proficiency with CLI environments for network equipment.
• Proficiency with IP addressing and subnetting – IPv4 and IPv6.
• In depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting.
• Exposure to Carrier-grade Ethernet Testing & Troubleshooting.
• Experience with SD-WAN architecture & troubleshooting methodologies.
• Experience with firewalls, VPNs, and NATs [Example: Cisco, Check Point, Palo Alto, Fortinet]
• Experience in a Service Provider environment with both IP & MPLS networks.
• Understanding of multiple routing & switching protocols.
• Demonstrated ability to troubleshoot and resolve complex network routing problems on Cisco OR Juniper based MPLS networks with BGP, OSPF, and Multicast protocols.
• Experience with SNMP (Simple Network Management Protocol)
• Knowledge and usage of packet capture applications [Wireshark, ColaSoft, TCPDump, etc.] job description
• Current Network certifications, i.e. Network +, CCNA CCNP are a plus

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.

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

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.

Certifications (if applicable)

Relevant Work Experience

2-5 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.