Note: The job is a remote job and is open to candidates in USA. Comcast is a leading technology provider offering a suite of solutions to businesses across the nation. The Engineer I role focuses on applying technical expertise to troubleshoot and resolve customer issues for Enterprise Business clients, ensuring system and network integrity while managing customer relationships.
Responsibilities
- Analyzing technical issues across all OSI model layers, utilizing diagnostic tools for root cause analysis
- Collaborating with cross-functional teams to address and resolve network anomalies, ensuring high customer satisfaction
- Documenting customer interactions and technical resolutions in the company's system for accurate record-keeping
- Managing relationships with Enterprise Business customers and internal teams, providing effective issue resolution and escalation when necessary
- Staying informed on industry standards and emerging technologies to recommend service enhancements
- Utilizing command line interfaces for device management, including Ciena, Juniper, Adtran, Edgewater, and Cisco
- Experience with Cada and BluePrint
- Troubleshooting and configuring complex call flows within commercial IMS and Broadsoft environments
- Escalating complex service issues with detailed analysis to higher-level support teams for efficient resolution
- 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
Skills
- Analyzing technical issues across all OSI model layers, utilizing diagnostic tools for root cause analysis
- Collaborating with cross-functional teams to address and resolve network anomalies, ensuring high customer satisfaction
- Documenting customer interactions and technical resolutions in the company's system for accurate record-keeping
- Managing relationships with Enterprise Business customers and internal teams, providing effective issue resolution and escalation when necessary
- Staying informed on industry standards and emerging technologies to recommend service enhancements
- Utilizing command line interfaces for device management, including Ciena, Juniper, Adtran, Edgewater, and Cisco
- Experience with Cada and BluePrint
- Troubleshooting and configuring complex call flows within commercial IMS and Broadsoft environments
- Escalating complex service issues with detailed analysis to higher-level support teams for efficient resolution
- 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
- 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
- Support a culture of inclusion in how you work and lead
- Do what's right for each other, our customers, investors and our communities
- 0-2 Years Relevant Work Experience
- Metro-E and Enterprise Voice support experience strongly preferred
- Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience
Benefits
- Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.
- Comcast provides best-in-class Benefits to eligible employees.
- We provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Company Overview