Engineering and Platform Services helps drive the new generation of products that are transforming Comcast into a media and technology company. Engineering manages the operations for Comcast’s industry-leading video, high-speed Internet and voice services for consumers and businesses, and runs a network that supports numerous multi-billion dollar businesses.

Comcast Platform Services includes four companies owned by Comcast, namely FreeWheel, STRATA, Visible World and thePlatform, plus the Comcast Wholesale, Advanced Advertising, and Advertising Technology organizations. These companies are creating next-generation technology for the fast-growing advanced advertising market. They enable and innovate solutions to support both traditional and emerging programmatic and premium advertising markets through our platforms, data, marketplace and sales channels.

TECHNICAL AND PRODUCTION SERVICES (TAPS)

  • TECHNICAL AND PRODUCTION SPECIALIST

Summary

The TAPS Technical and Production Specialist provides advanced STRATA software support to the Client Service, Onsite Training, and Sales departments, assists in maintaining the STRATA hosted application environment, and works directly with clients to resolve complicated technical issues. The Technical and Production Specialist documents and prioritizes support issues, refers them to the Product Management Department (SWAT), if required, and monitors those issues until they are concluded. The Technical and Production Specialist reports directly to the Director of Technical and Production Services.

Essential Functions

The TAPS Technical and Production Specialist is responsible for the following:

Responding to, troubleshooting, and resolving daily problems and requests forwarded by Client Service representatives.

Working directly with STRATA clients to resolve complicated technical issues. This may include inheriting particularly challenging or sensitive issues from Client Service Representatives, or if otherwise requested to do so by a manager.

Working directly with members of other STRATA departments, including Onsite Training, Sales, and SWAT as required.

Supporting the STRATA hosted application environment by performing installations, upgrades and other needed tasks.

Escalating urgent problems requiring more in-depth knowledge to the appropriate internal resources, such as SWAT.

Monitoring the status of issues in the “Mantis” issue tracking software on a daily basis, when the manager is not available to do so.

Expanding their own knowledge of STRATA products and of the underlying technologies required to support those products (e.g. Operating systems, database platforms, etc.).

Documenting customer feedback concerning software use, needed application adjustments, and enhancement requests.

Performing an on-going analysis of all applicable STRATA programs to identify possible improvements.

Updating TAPS resources including shared knowledge bases, and the documentation used to support the hosted application environment.

Updating documentation to support the use of STRATA’s Agency software products, if required.

Assisting in quality assurance testing for STRATA’s Agency software products, if required.

Providing guidance to Client Service Representatives who are working on special projects (e.g. Writing documentation, product testing, etc.)

Assisting the Client Service Manager in identifying training needs and/or improvement opportunities for the Client Service Department.

Ensuring the continuous operation of the help desk by answering calls from clients during times when there are not enough Client Service Representatives available.

Performing certain essential job functions outside of business hours, including on weekends, if required.

Carrying out other duties requested of them which are within their capabilities.

Carrying out all essential job functions in a courteous and professional manner.

Working conditions

Workplace All employees are responsible for maintaining a professional, courteous, and respectful workplace environment. Each employee must conduct himself/herself appropriately without causing disruption for other STRATA employees, and adhere to the policies outlined in the STRATA Policy Manual.

Attendance be punctual and available to help clients and STRATA employees when his/her shift begins (or when returning from a “break”).

Minimum Requirements

The successful candidate for the Technical and Production Specialist Position will meet all of the following requirements:

Skills:

Proficiency in supporting Microsoft applications and technologies, including but not limited to:

Work Experience:

Minimum of 2 years’ experience in IT Helpdesk Support or equivalent technical troubleshooting position.

Experience working in a team-oriented, collaborative environment

Education:

BA or BS in Computer Science, Management Information Systems, or related field.

MA or MS in Computer Science, Management Information Systems, or related field is preferred.

Success factors

The successful Technical and Production Specialist will be able to interface with clients and coworkers and employ a high degree of tact and diplomacy to promote a positive image of the TAPS Department. They will be able to resolve problematic situations in a professional manner, build strong partnerships with end users by projecting a positive attitude, and provide helpful support whenever required. They will demonstrate the ability to deliver against service level agreements to continually increase customer satisfaction

Comcast is an EOE/Veterans/Disabled/LGBT employer

Desired Skills and Experience

  • Windows Client and Server operating systems.
  • Relational database management systems including MS SQL Server and MS Office Access.
  • MS Office applications including Word, Excel, and PowerPoint.
  • MS Terminal Services and or Citrix.
  • A solid understanding of information technology.
  • An aptitude for troubleshooting problems with hardware and peripheral devices.
  • Strong technical written and verbal communication skills.