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NOC Technician I

2 months ago

Denver, Colorado, United States Comcast Full time

Company Overview

Comcast Business provides a comprehensive range of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions tailored to assist organizations of all sizes in navigating future challenges. As the largest provider of Gig-speed broadband in the nation, Comcast Business is recognized as a leading technology partner for small businesses and a prominent service provider in the Enterprise sector. The company has consistently earned accolades from industry analysts and associations for its innovative approach and rapid growth in Ethernet services.

Position Summary

The role involves managing technical support inquiries from clients and troubleshooting to deliver effective solutions for managed services, including managed broadband, managed Wi-Fi, and managed routers. The technician will confirm network outages and escalate issues to the appropriate resolution teams to ensure prompt service restoration, focusing on achieving quality first-call resolutions. Accurate documentation of issues, including detection data, diagnostic outcomes, and repair actions, is essential, utilizing trouble ticketing systems, customer portals, and network monitoring tools. The technician will engage with various software systems to ensure that customer service orders and repair tickets are processed correctly and efficiently.

Key Responsibilities

  • Respond to incoming customer repair requests through various channels, including phone, portal, email, and network monitoring tools.
  • Oversee ticket management and ensure timely resolution of customer issues.
  • Collaborate with local exchange carriers, field service technicians, and internal teams to address customer challenges.
  • Provide comprehensive customer communication, including status updates and managing inbound calls.
  • Effectively manage escalated customer situations while setting realistic expectations for resolution.
  • Maintain professionalism in all customer interactions, demonstrating courtesy, patience, and strong troubleshooting abilities.
  • Meet performance standards consistently as outlined in scorecards.
  • Utilize available tools and resources to diagnose and resolve customer issues related to managed services.
  • Exhibit regular, consistent, and punctual attendance, with the ability to work nights, weekends, and overtime as required.
  • Perform additional duties and responsibilities as assigned.

Disclaimer:

  • This description is intended to convey the general nature and level of work performed by employees in this position and is not a comprehensive inventory of all duties, responsibilities, and qualifications.

Equal Opportunity Statement:

Comcast is proud to be an equal opportunity workplace, considering 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.

Compensation:

Base Pay: $19.00

Education Requirements:

Associate's Degree preferred; however, Comcast may also consider candidates with a combination of relevant coursework and experience or extensive related professional experience.

Experience:

0-2 Years

Job Family Group: Customer Service