HFC Tech 2, XOC
Oak Brook, IL

Job Description

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary:

Responsible for senior level analysis, dispatch, ticket prioritization,

customer callbacks, validation, and correlation of escalated customer

tickets to resolution at the HFC Service desk. Responsible for

validating HFC resolutions. Works with moderate supervision/guidance. Is

accountable for individual results and impact on team.

Employees at all levels are expect 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 and diversity
* Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

* Analyzes power supply monitor and all designated plant operations

tools and systems and monitors for alerts.

* Generates tickets for items requiring additional attention in

preparation for routing; includes correlation of pending CR's as

appropriate and adjusting IVR settings as appropriate.

* Implements preventive maintenance schedules for HFC.
* Provides technical assistance to lower-level technicians.
* Coordinates with other roles inside and outside of the Excellence in

Opertions (XOC) department, including issues where HFC issues are

suspected and when unclear if multi-node issues are HFC or headend

related.

* Isolates Video, High Speed Internet, and Telephony problems by

correlating information from network surveillance equipment, diagnostics

tools, and reported information to accurately direct fix organizations

and personnel to most likely source of problem.

* Writes and drives action items for post-mortems on HFC events to

ensure follow-up for all break-fix.

* Uses company technology, support tools, and contact systems to the

fullest potential and as outlined by established business

processes/protocols.

* Escalates outage events and or impairments to appropriate individuals

and organizations when not resolved in the prescribed amount of time.

Escalates to appropriate fix agency, as necessary, when pre-defined

meantimes to repair metrics are in jeopardy of not meeting PUC and FCC

requirements.

* Oversight and management of field activity in applicable tools.
* Maintains and monitors multiple queues through ticketing systems.

Isolates and/or identifies network versus headend issues.

* Provides technical assistance to lower-level technicians.
* 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.

Job Specification:

* High School or Equivalent
* -
* Generally requires 2-5 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer