Tech NOC, ESA - Managed Services

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.

Responsible for taking technical support calls from Comcast Business Enterprise clients and troubleshooting to identify appropriate resolution for managed services such as managed broadband and managed Wi‑Fi, managed router. Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) with a primary emphasis on a quality first call resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble 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 on straight forward tasks using established procedures. This role is NOT remote. Team members work out of our office located in Naperville IL.

• Addressing inbound customer repair requests through various channels including phone, portal, email, and network monitoring tools
• Technical troubleshooting to identify appropriate resolution for Comcast Business Managed Services solutions such as managed Wi‑Fi, managed router, managed broadband
• Verifies network outages, creates and submits trouble tickets and escalates to appropriate fix agents to ensure a timely resolution
• Managing ticket queues to ensure timely resolution of service issues
• Collaborating with local exchange carriers, field service technicians, and internal teams to resolve customer troubles
• Providing clear and professional communication to customers regarding status updates and handling inbound calls
• Recognizing and effectively managing escalated customer situations, setting realistic expectations for resolution
• Demonstrating courtesy, patience, and excellent troubleshooting skills in all customer interactions
• Meeting performance standards as outlined in scorecards
• Utilizing a range of tools and resources to diagnose and resolve managed services customer problems
• Documenting and tracking customer issues and resolutions within the trouble ticketing system for clarity and accountability
• Enhancing personal knowledge of industry trends and technologies continuously, to improve support quality and team expertise
• 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.

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, disability, veteran status, genetic information, or any other basis protected by applicable law.

Customer‑Focused;
Workplace Organization;
Professional Etiquette;
Adaptability;
Teamwork;
Technical Knowledge;
Self…