Comcast Network Tech 1, XOC-Oak Brook, IL in Chicago, Illinois
Responsible for offering escalation support from the XOC HFC Desk, Regional Engineering, Headends and other work partners across the division. XOC Network Technicians monitor Comcast's network infrastructure by using various surveillance equipment, tools and reported information to identify and determine the impacts of an event. Provides 7-days-a-week, 24-hours-a-day, 365-days-a-year operational support for all assigned areas. Possesses Works with moderate supervision/guidance. Is accountable for individual results and impact on team.
Facilitates training of lower grade technicians to better understand Telnet and Command Line Interface commands into the CMTS's, Routers, Switches etc.
Provides surveillance for the network from the hub to the backbone.
Assists in providing upward reporting for Utilization and Capacity constraints.
Reviews and utilizes monitoring tools & reporting systems to trend capacity and utilization issues.
Assists in post mortem analysis, capacity and utilization review of the VOD platform and the HSI platform.
Isolates Video, High Speed Internet and Telephony problems by correlating information from network surveillance equipment, diagnostic tools and reported information to accurately direct fix organizations and personnel to most likely source of problem.
Acts as the point of contact for the escalation from the HFC Desk technicians of any issues related to the Converged Regional Area Network (CRAN).
Enters data into trouble ticketing system to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information.
Escalates outage events and/or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time.
Escalates to appropriate fix agency as necessary when pre-defined mean-time to repair metrics are in jeopardy of not meeting PUC and FCC requirements.
Tracks scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities.
Acts as local liaison to identify, correlate, communicate and verify customer impact for nationally managed care team events.
Reviews and tracks scheduled maintenance [planned outages] using defined procedures so that each affected area receives notice as required.
Provides remote assistance of hardware replacements.
Organizes and performs all scheduled maintenance activities.
Initiates and hosts conference bridges where needed: for critical issues, set up conference call with all appropriate department representatives, see issue through to resolution, document as needed.
Writes and drives action items for post-mortems on network events to ensure follow-up for all break/fix.
Acts as the first point of escalation from the HFC Desk.
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:
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.
- 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.
Cisco Certified Network Associate (CCNA) - Cisco Systems, Inc.
Relevant Work Experience
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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.