Engineer 2, NOC (ESA), Comcast Business

Comcast (CC) of Willow Grove; Illinois; Hybrid; USD 40,000 - 61,000; Full time

Job summary

Comcast Business is seeking a skilled escalation engineer to resolve advanced issues for managed services customers from Tier 1/2. You will interface with off-net carriers, perform network adjustments on demand, and ensure configurations across platforms are current.

Role requires documenting procedures, mentoring Tier 1/2 teams, and providing diagnostics to minimize downtime. The position includes night and weekend shifts and overtime as necessary.

Qualifications

• Bachelor's degree preferred; combination of coursework and experience may be considered.
• Experience troubleshooting complex network issues and customer-facing support.
• Strong communication and documentation skills, able to convey technical details to non-technical audiences.

Responsibilities

• Manage escalated tickets from Tier 1/2 and installation groups, serving as escalation point for managed services customers.
• Interface with off-net carriers to expedite issue resolution and maintain clear communication.
• Perform network adjustments as requested, adhering to technical standards and protocols.
• Ensure customer configurations are current across multiple platforms for service integrity.
• Maintain and create technical documentation to streamline operations.
• Elevate the expertise of Tier 1/2 and installation teams through guidance.
• Analyze and resolve advanced service issues using diagnostic tools and customer input.
• Collaborate with cross-functional teams to improve customer experience and service delivery.
• Monitor and optimize network performance to prevent disruptions.
• Update records of customer interactions and resolutions for ongoing improvement.
• Adhere to schedule expectations, including nights, weekends, and overtime as needed.
• Fulfill other duties as assigned.

Skills

Communication

Customer Experience (CX)

Troubleshooting

Education

Bachelor's Degree

Job description

Job Summary

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 Description

This job ensures the effective resolution of advanced technical issues for managed services customers. It also serves as an escalation point and interfacing with carriers. It involves network adjustments, maintaining up-to-date customer configurations, and creating process documentation. The role supports Tier 1/2 teams and contributes to continuous operational improvement.

Responsibilities

Tuesday-Saturday 7am-4pm CT

• Managing escalated tickets from Tier 1/2 and installation groups, serving as a point of escalation for managed services customers
• Interfacing with off-net carriers to expedite resolution of escalated issues, ensuring timely and effective communication
• Performing network adjustments as needed or upon customer request, adhering to technical standards and protocols
• Ensuring customer configurations are current across multiple platforms, contributing to the integrity and reliability of service delivery
• Maintaining and creating technical documentation, streamlining processes and procedures for operational efficiency
• Acting as a knowledge resource, elevating the expertise of Tier 1/2 and installation teams through guidance and support
• Analyzing and resolving advanced service issues, employing diagnostic tools and customer interaction to pinpoint and address root causes
• Collaborating with cross-functional teams to enhance customer experience and ensure seamless service delivery
• Monitoring and optimizing network performance, proactively identifying and mitigating potential service disruptions
• Updating and maintaining records of customer interactions and resolutions, contributing to the continuous improvement of service assurance operations
• 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.
• 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.

Skills

• Communication
• Customer Experience (CX)
• Troubleshooting

Compensation

• Illinois Pay Range: $29.01 - $43.52
• Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.
• 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

• 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.

Certifications

• (if applicable)

Relevant Work Experience

• 2-5 Years

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.

Company Culture

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.