Technician 1, Service Assurance - Managed Services (Hybrid - Shifting)

Comcast; Pasig; Hybrid; PHP 558,000 - 781,000; Full time

Job summary

Comcast in Pasig City (Ortigas Center) is seeking a Network Support Specialist to provide first-level technical analysis and incident response for Business Managed Services, including broadband, Wi‑Fi, and router solutions.

You will conduct Layer 1 diagnostics, validate events, escalate as needed, and document findings in ticketing systems while maintaining service quality and data integrity. The role requires adapting to a 24/7 schedule with occasional nights and weekends.

Qualifications

• At least one year of over-the-phone technical troubleshooting experience.
• Strong command of the English language, both oral and written.
• Willing to work shifting schedules, including weekends.
• Hybrid work in Ortigas Center, Pasig City (3 onsite / 2 remote weekly).

Responsibilities

• Provide real-time triage of network incidents using monitoring tools and diagnostics.
• Perform Layer 1 troubleshooting on routers, switches, and access points to restore service.
• Manage incidents in queues, updating timelines and documenting actions.

Education

Associate's Degree

Job description

Job Summary

Provides first-level technical analysis and incident response for Comcast Business Managed Services, including managed broadband, managed Wi Fi, and managed router solutions. Performs detailed Layer 1 diagnostics to identify service-impacting conditions, analyze network performance metrics, and determine corrective actions. Validates network events through monitoring platforms, telemetry, and device-level data, escalating complex incidents to Tier 2, engineering, field operations, or vendor partners as required. Executes established technical workflows and runbooks to restore service for managed customer environments. Documents diagnostic findings, event timelines, and remediation actions in ticketing and network management systems with a high degree of accuracy. Utilizes network analysis tools, device access platforms, and operational support systems to process service orders, validate device provisioning, and maintain data integrity throughout the incident lifecycle.

Core Responsibilities

• Perform real-time technical triage of network alarms and customer‑reported incidents using monitoring tools, event dashboards, SNMP/telemetry data, and device diagnostics.
• Conduct Layer 1 troubleshooting on managed routers, switches, wireless access points, and associated access circuits to isolate and resolve service-impacting issues.
• Manage and update incidents, problems, and change tickets in multiple operational queues while following defined SLA, severity, and workflow guidelines.
• Interface directly with LECs/ILECs, ISPs, field technicians, escalations teams, and engineering resources to coordinate testing, dispatches, and circuit validations.
• Execute device validation tasks such as confirming configuration states, checking routing tables, analyzing logs, and verifying device reachability.
• Utilize diagnostic tools (ping, traceroute, MTR, packet loss analysis, RF/Wi‑Fi validation, log review) to assess the health and performance of customer‑managed environments.
• Identify patterns and correlations between alerts, customer impacts, and network telemetry to support root cause identification and escalation accuracy.
• Maintain clear, concise technical documentation within all management and ticketing systems, ensuring accurate event timelines and data integrity.
• Adhere to operational KPIs, service assurance standards, and defined troubleshooting methodologies to ensure high-quality, repeatable technical outcomes.
• Participate in ongoing learning related to network technologies, managed service platforms, and troubleshooting best practices to continuously improve technical competency.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedules, and overtime as necessary.
• Support technology evolution by adopting new diagnostic tools, automation platforms, and network assurance solutions as they are introduced into the environment.

Requirements

• At least one year of relevant experience in over-the-phone technical troubleshooting.
• Possess a strong command of the English language, both oral and written.
• Must be willing to work on a shifting schedule, including weekends, to support 24/7 operations.
• Able to work onsite in Ortigas Center, Pasig City, following a hybrid work arrangement (3 days onsite and 2 days remote work weekly).
• Must be able to start on December 1, 2026.

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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

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 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.

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