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
The Tier II NOC Engineers are responsible for configuring and troubleshooting Masergy solutions to resolve the customers’ technical concerns. The person will act as liaison between the customer and other internal teams. The person must have the ability to work in complex networking environment and ensure a smooth operation of the network in order to provide a maximum performance and availability to the customers. A quick thinker who is able to multitask several issues at once and a fast learner. The person must be flexible to work shift hours and be available for one weekend day (Sat or Sun).
Job Description
Core Responsibilities
Troubleshoot escalated issues with external customers and network/telecom providers. Provide excellent customer service when working with customers either internal or external.
Manage escalations effectively.
Ability to work with internal and external customers including vendors and partners to drive issues to resolution.
Able to utilize existing tools and platforms to proactively identify and resolve problems with systems, applications, and networks.
Configure routers, firewalls, switches, AP’s and NIDs using standard and non-standard templates
Perform circuit, router, switch, APand firewall managed service requests for new and existing customers
Perform maintenance and grooms of MPLS, VPN and SDWAN Underlay Transports.
Investigate and complete reason for outage (RFO) reports on all network outages
Ability to document all pertinent information within the trouble ticket system related to troubleshooting and updates provided. Provides good written and verbal communication with internal and external customers based on requests, troubleshooting and updates.
Anaylze, recommend, and implement troubleshooting steps to resolve network issues or network performance, including providing hands on support to Tier 1 in addressing complex network troubleshooting. Assist in technical training and technical ticket review/post mortem analysis.
Accept call overflows for frontline NOC support team during major outages
Understanding/Knowledge of CCNP/JNCIP Level or equivalent experience, NSE4-NSE7 certifications or equivalent experience NRS1.
SKILLS / ABILITIES / KNOWLEDGE
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.
Disclaimer:
Comcast is proud to be 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.
Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 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.
Relevant Work Experience
2-5 Years