Company Profile: |
Comcast was founded in 1963 as a single-system cable operation. Today, were the countrys largest provider of cable services - and one of the worlds leading communications companies. Were focused on broadband cable, commerce, and content. We deliver digital services, provide faster Internet and clearer broadband phone service, and develop and deliver innovative programming.
Looking to the Future
As Comcast evolves, we continue to look to the future - seeking out new communications technology, new opportunities, and more choices. We want to continue to provide people with the communications products and services that connect them to whats important in their lives.
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Benefits: |
Education, Experience and Skill Requirements Minimum
Education:
High school diploma or equivalent is required
2 year degree in electronics preferred and/or combination of education, equivalent work experience, and Industry wide certifications such as NCT and SCTE.
Experience:
Minimum of 3yrs of experience in an HFC network environment required
Knowledge of broadband customer equipment such as DVR, modem, EMTA, and DVD players in an HFC network required.
The following will also be considered: at least 3 yrs in comparable dispatch or field-related positions and military electronics training and experience
Broad based knowledge of telecommunications field including internet, telephony, VOD, and HFC cable systems strongly preferred.
Skills Requirements:
Demonstrated ability to perform routine functions such as answering phones.
Strong computer skills. Including solid working knowledge of Windows based applications
Excellent verbal and written communication skills
Ability to work under pressure and within a fast paced environment
Ability to work independently as well as function successfully within a team.
Assertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external
Ability to learn and follow emergency and accident procedures
Solid multi tasking and detail orientation skills
Must have mature judgment and the ability to relate well with others
Frequent to continuous sitting; occasional walking, standing, bending
Frequent use of computer keyboard, mouse, telephone.
Frequent and continuous use of other standard office equipment
Rare travel within local area only
Minimal lifting requirement 10 lbs minimum
XOC is a 24/7/365 operation, including holidays. Employees must be willing and able to work different shifts and OT as required which includes evening and weekends
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Job Description:
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Job Summary
HFC Technician is an analytical position to the HFC Service desk. Primary responsibilities include: analysis, dispatch, ticket prioritization, customer callbacks, validation, and correlation of escalated customer tickets to resolution. Provide technical assistance to Tier 1 (dispatch, fulfillment) and Line Technicians (network, Communication Techs, maintenance techs) and validating HFC resolutions.
Primary Duties and Responsibilities
Analyze and monitor for alerts using the following tools & programs: Path Track, Watchtower/Extreme Scout, Spectrum, Cheetah, Market Health, power supply monitoring, CMEX / VSM, and other Plant Operations tools
o Generate tickets for items requiring Line Technician attention.
o Include correlation of pending CRs as appropriate
Implement preventive maintenance schedules for HFC
Coordinate activity with internal and external Comcast partners.
o When HFC issues are suspected
o When unclear if multi-node issues are HFC or headend related
Isolate Video, High Speed Internet, and Telephony problems by correlating information from HFC network surveillance equipment, diagnostics tools, and reported information to accurately direct fix organizations and personnel to most likely source of problem
Enter data into trouble ticketing system to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information.
Escalate outage events and/or impairments to appropriate individuals and organizations when issue is not resolved in the prescribed amount of time.
Escalate to appropriate agents such as Head end and Line techs necessary when pre-defined mean time to repair metrics are in jeopardy of not meeting PCS and FCC requirements.
Track and review scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities.
Manage communications throughout resolution with customer, field staff, and any internal staff as needed.
Maintain and monitor multiple queues through TTS, Watchtower, and Cable data. Isolate and/or identify network versus headend issues.
Other duties as assigned
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