Tier 1 NOC Engineer

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 The Network Analyst directly supports a global environment and is responsible for frontline surveillance of customer WAN connections. Candidate must be flexible to work shift hours and be available for one weekend day (Sat or Sun). This is a full-time position with competitive compensation and benefits. A successful candidate will be a quick thinker, able to multitask several issues at once and fast learner. If you are not familiar with LAN/WAN technologies please do not apply. The Network Operations Center Analyst (Tier 1) performs routine tasks to maintain network and server equipment while relying on instructions and pre-established guidelines to perform job functions.

Job Description

Responsibilities

Troubleshoot simple to intermediate networking issues such as WAN and LAN issues with external customers, network/telecom providers and vendors on conference bridges to drive and lead issue resolution.

Provide excellent customer service while proactively corresponding with customers via telephone, email, conference bridges and other collaborative communication tools.

Provide Incident Management to Masergy’s customers.

Follow detailed instructions to perform basic to intermediate network break/fix functions

Perform test and troubleshoot TDM and high capacity Ethernet circuits. Resolve simple networking issues on MPLS, DIA, Broadband or other VPN over public internet services.

Investigate and complete reason for outage (RFO) reports on all network outages.

Accept external/internal escalations, customer calls and vendor calls.

Document all pertinent information within the trouble ticket system with good attention to details

Perform basic network related special projects, network audits projects including documentation of assets and physical labeling of server/network devices

Perform tasks assigned by Manager to support the business or customer requirements that are within the skillsets of the T1.

Additional duties as assigned. ​

Employees at all levels are expected 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 & diversity.

Do what’s right for each other, our customers, investors and our communities.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

#Masergy

Education

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.

Relevant Work Experience

0-2 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. 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. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why 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. Please visit the compensation and benefits summary on our careers site for more details.