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Engineer 1, Network Support

Company: Comcast Technology & Product
Location: New York
Posted on: December 4, 2019

Job Description:

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services. Job Summary: Responsible for inbound customer repair requests and Tier 2 technical issues via phone, portal, email, and network monitoring tools. Manage ticket queues. Troubleshoot OSI Layer 1 and 2 technical issues, including VLAN configuration, port isolation, STP, DHCP server configuration issues, RADIUS issues and any authentication related issues. Troubleshoot Firewall configuration issues, and any OSI Layer 3 issues such as static routing or Router/Gateway configuration. Acts in compliance with industry and Company technical requirements, standards, policies, and procedures. Works under general supervision and may require training and detailed instructions for assigned tasks. Core Responsibilities: - Handle inbound customer repair requests and Tier 2 technical issues via phone, portal, email, and network monitoring tools. - Manage ticket queues. -Troubleshoot OSI Layer 1 and 2 technical issues, including VLAN configuration, port isolation, STP, DHCP server configuration issues, RADIUS issues and any authentication related issues Troubleshoot Firewall configuration issues, and any OSI Layer 3 issues such as static routing or Router/Gateway configuration. - Work with off-net providers to troubleshoot connectivity issues with circuits or vendor supplied Customer Premises Equipment (CPE). - Use various software systems and applications to effectively troubleshoot issues and equipment relating to underlying network connectivity, as well as to identify configuration and other related issues with managed services equipment. - Train and mentor supported teams. - Collaborate with and foster relationships with internal and external customers. - 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. Job Specification: - Bachelor's Degree or Equivalent - - CCENT, CCNA or other entry level industry certification highly preferred - Generally requires 2-4 years related experience Employees at all levels are expect 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 - Respect and promote inclusion and diversity - Do what's right for each other, our customers, investors and our communities Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast Technology & Product, New York , Engineer 1, Network Support, Engineering , New York, New York

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