Network Support Technician 3

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:Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed servicessuch as managed broadband, managed Wi-Fi, managed router, and security delivered over BCI and/or MetroE. Verifies network outages and escalateto appropriate fix agents to ensure timely resolution with a primary emphasis on a quality first callresolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing thetrouble ticketing system, customer portal and network monitoring tools.Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time.Works with moderate supervision/guidance. Is accountable for individual results and impact on team.Core Responsibilities:- Subject matter expert in an areas such as Wi-Fi, Router, Voice etc.- Proficient in supporting all Managed Services offerings seeking minimal assistance troubleshooting issues.- Has acquired sufficient specialized knowledge to support high profile customers and critical or escalated issues.- Capable of demonstrating processes and procedures to newly hired Techs 1 and 2 level associates during shadowing.- Able to make presentations in area of subject matter expertise to individuals or small groups.- Ability to provide intermediate backup for installation team-Handle inbound customer repair request via phone, portal, email, andnetwork monitoring tools.- Manage ticket queues.- Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customertroubles.- Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls- Properly document all interactions within ticketing systems.- Utilize tools and resources to troubleshoot and repair managed services customer problems.- Assist with identification of chronic customer access issues.- Achieve standards for consistent performance (scorecards).- Identify and report deficiencies and best practices to management.- 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:- Associate's Degree or Equivalent Network , CCENT, Ciena CE-A, Meraki CMNA, Fortinet NSE4 or similarindustry certifications preferred.- Generally requires 5-7 years related experience.Comcast is an EOE/Veterans/Disabled/LGBT employer