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

Masergy Philippines Inc.; Pasig; Hybrid; PHP 320,000 - 520,000; Full time

Job summary

Comcast Business in Ortigas Center, Pasig City, is seeking a first-level technical analyst to perform real-time triage of network incidents and manage tickets through established workflows. The role supports managed broadband, Wi-Fi, and router services, with a hybrid onsite/remote schedule.

The ideal candidate has 1+ year in remote technical troubleshooting, strong English skills, and availability for night shifts to support 24/7 operations. Associate’s degree preferred.

Qualifications

• At least 1 year of experience in over-the-phone technical troubleshooting.
• Strong written and spoken English communication.
• Willing to work night shifts to support 24/7 operations and weekends.

Responsibilities

• Perform real-time technical triage of network alarms and incidents using monitoring tools and device diagnostics.
• Conduct Layer 1 troubleshooting on managed routers, switches, and wireless access points to isolate issues.
• Manage and update incidents and change tickets while following SLA and workflows.

Skills

Technical troubleshooting

Network monitoring

Incident response

English proficiency

Night shifts

Education

Associate's Degree

Tools

SNMP

Telemetry

Ping

Traceroute

MTR

Packet loss analysis

Log review

Device diagnostics

Job description

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

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.

Job Description 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. 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

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 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.

At Comcast , you have the power to connect the world. Your career options are endless as you grow in your career. Explore your future with access to a variety of teams, locations, and resources in an expanding network. You can also explore additional opportunities at our company, NBCUniversal.