NOC Escalation Engineer II (Managed Services)

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

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.