Tier 2 NOC Engineer at Comcast resolving customers' technical concerns for media and technology solutions. Responsible for configuration, troubleshooting, and customer communications in a dynamic environment.
About the role
- NOC Technician monitoring energy management systems in a 24/7 environment for global operations. Providing tier-one support and ensuring operational efficiency through incident management.
Responsibilities
- Monitoring of the Production and Disaster Recovery Data Centers and related components
- Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement.
- Troubleshooting and sustaining/improving managed service Radio Frequency (RF) and Internet Protocol (IP) network capabilities through the use of various monitoring tools and applications.
- Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
- Works independently 70%+ of the time.
- Triage, diagnose and escalate incidents to other support groups; responsible for sharing knowledge for all escalated incidents
- Each shift (day, swing and night) will be responsible for communicating the Shift Brief documentation to the next shift.
- Logs, accurately tracks and documents all work within ticketing system, Customer relationship management (CRM).
- Acts as communication hub for all of Customer Operations unplanned incidents and scheduled events
- Resolve customer complaints via phone, email, and CRM
- Supports and adheres to Company’s core values.
- Performs other duties or responsibilities as assigned or required.
- Supports and adheres to Company’s Code of Conduct and Ethics Policy.
- Represents Company in a positive, professional manner when working with both internal and external customers.
Requirements
- Associates Degree
- 1 - 3 + years of experience in customer service, technical support in related field, or utility industry.
- Experience with the following software programs and operating systems: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle, UNIX, Sun Solaris or related programs.
- Experience with general PC hardware, communication devices, and/or networking.
- Experience with case creation and management using ticketing software.
- RF experience desirable
- Utility operations experience desirable
- A combination of education and experience may be considered.
Benefits
- medical, dental and vision coverage
- life insurance
- 401(k)-retirement plan featuring a generous company match incentive
- three (3) weeks of Paid Time Off (PTO)
- eleven (11) paid holidays
- tuition reimbursement program
- optional pet insurance
- supplemental medical coverage
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