Desired Skills and Experience
- Proactive/Reactive monitoring of Comcast’s Commercial Network Core/Edge devices using various Element Management tools (Spectrum, Ericson Experience Manager, SevOne, etc) to isolate and troubleshoot all network related issues
- Process all customer calls/emails and take ownership of issue until resolution
- Troubleshoot network outages, network latency, or CPE failures
- Setup dispatch and troubleshoot issues with local field operations to resolve customer/network related issues
- Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards
- Knowledge of Networks:Local Area Network (LAN)Wide Area Network (WAN)Metropolitan Area Network (MAN)
- Local Area Network (LAN)
- Wide Area Network (WAN)
- Metropolitan Area Network (MAN)
- Product knowledge/foundational understanding ofCarrier EthernetCell BackhaulDOCSIS StandardsEthernet over HFC
- Carrier Ethernet
- Cell Backhaul
- DOCSIS Standards
- Ethernet over HFC
- Knowledge/good foundational understanding of network technologies on:Open System Interconnection (OSI)Layer 1/2 protocolsInternet Protocols IPRouting ProtocolsOSPFMPLS
- Open System Interconnection (OSI)
- Layer 1/2 protocols
- Internet Protocols IP
- Routing ProtocolsOSPFMPLS
- OSPF
- MPLS
- Scripting knowledge
- Open and update Tickets using:RemedyMetaSolvCramer
- Remedy
- MetaSolv
- Cramer
- Good Analytical/Communication/Troubleshooting Skills
- Ability to provide on the job training to new hires as and when required
- Create processes and procedures for troubleshooting and ticket management as needed
- Initiate root cause analysis (RCA) request, participate in RCA calls as needed, proof all RCA’s prior to sending to leadership and provide feedback as needed
- Regular, consistent and punctual attendance. Must be able to work any shift including nights, weekends and selected holidays (variable schedule as needed)
- Other duties and responsibilities as assigned
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