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Technical Support Specialist 2 (Proactive Support)

Company: Comcast
Location: Troy
Posted on: August 13, 2019

Job Description:

Business Unit: Job Summary:
Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router, and security delivered over BCI and/or MetroE. Supports and maintains enterprise grade switches, firewalls and WLAN controllers. Manages switching at the layer 2 level, via CLI (Cisco, HP/Aruba, Brocade/Rukus). Verifies network outages and escalate 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 with moderate supervision/guidance. Is accountable for individual results and impact on team.
Core Responsibilities:
- Handle inbound customer repair request via phone, portal, email, and network monitoring tools.
- Manage ticket queues.- Supports and maintains enterprise grade switches, firewalls, and WLAN controllers- Manages switching at the layer 2 level, via CLI (Cisco, HP/Aruba, Brocade/Ruckus)
- Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.- Regular completion of high-level Wi-Fi network performance reviews and audits- Remains current on all assigned technical brand standards and reporting metrics to focus maintenance efforts to increase guest satisfaction- Effectively communicate pertinent information to the Proactive team, Primary customer contacts and/or Management
- 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 or similar industry certifications preferred
- Generally requires 2-5 years related experience. Employees at all levels are expect to:
- 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
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our communities

Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast, Troy , Technical Support Specialist 2 (Proactive Support), IT / Software / Systems , Troy, New York

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