Metro-E Strategic , Engineer ; Night Shift

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market.

Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

This job entails applying technical expertise to identify and resolve customer technical issues for Enterprise Business customers. The role involves routine problem-solving within established procedures, collaboration with internal and external stakeholders, and maintaining system and network integrity. Responsibilities include managing customer relationships, documenting technical issues, and providing resolutions, including necessary escalations. The position supports the company's commitment to delivering reliable business internet and voice services.

The role requires a foundational understanding of networking principles and the ability to manage technical platforms.

Before You Apply

• Overnight shift: 7:00/7:30 PM – 6:00 AM MST
• 4 days/week, 10-hour shifts
• Weekend and holiday coverage required
• Metro-E and Enterprise Voice support experience strongly preferred
• Fast-paced, customer-facing technical support environment
• No current or future visa sponsorship available

• Analyzing technical issues across all OSI model layers, utilizing diagnostic tools for root cause analysis
• Collaborating with cross-functional teams to address and resolve network anomalies, ensuring high customer satisfaction
• Documenting customer interactions and technical resolutions in the company's system for accurate record-keeping
• Managing relationships with Enterprise Business customers and internal teams, providing effective issue resolution and escalation when necessary
• Staying informed on industry standards and emerging technologies to recommend service enhancements
• Utilizing command line interfaces for device management, including Ciena, Juniper, Adtran, Edgewater, and Cisco
• Experience with Cada and Blue Print
• Troubleshooting and configuring complex call flows within commercial IMS and Broadsoft environments
• Escalating complex service issues with detailed analysis to higher-level support teams for efficient resolution
• 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

• 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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

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 equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin,…