Tech 1 ECMC (Enterprise Customer Monitoring Center) - Managed Services

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

Responsible for providing overall day-to-day monitoring of systems and for the performance of the National Network Operation Center surveillance operation for rapid detection and repair of network faults, including surveillance and fault restoration across multiple technology disciplines. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities

• Monitors databases, networks, operating system devices, and software applications to detect service degradation and/or failures and errors.
• Tests, analyzes, performs corrective actions; restores equipment and services in a timely and accurate manner.
• Responds to trouble calls/alerts/emails in a timely and professional manner.
• Troubleshoots and/or coordinates troubleshooting efforts for service, device or network resolution.
• Identifies root causes for issues.
• Develops and improves documentation to enhance and support problem analysis and resolution.
• Performs trend analysis of systems to ensure optimal performance.
• Performs escalations to Information Technology Operations groups in accordance with departmental standards and performs notifications as needed.
• Complies with all established policies and procedures.
• Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
• Communicate with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.
• Achieve standards for consistent performance (scorecards).
• Utilize tools and resources to troubleshoot and repair managed services customer problems.
• 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.
  
  

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.

Skills

Customer-Focused; Workplace Organization; Professional Etiquette; Technical Knowledge; Adaptability; Teamwork; Self Motivation; Resilience; Communication; Professional Integrity

Salary

Base Pay: $19.00

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 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

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.

Relevant Work Experience

0-2 Years