HFC Tech 2, XOC
Location:
Chamblee , Georgia
Posted:
November 20, 2017
Reference:
170796

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.



Job Summary:
Responsible for senior level analysis, dispatch, ticket prioritization,
customer callbacks, validation, and correlation of escalated customer
tickets to resolution at the HFC Service desk. Responsible for
validating HFC resolutions. Works with moderate supervision/guidance. Is
accountable for individual results and impact on team.

Core Responsibilities:
- Analyzes power supply monitor and all designated plant operations
tools and systems and monitors for alerts.
- Generates tickets for items requiring additional attention in
preparation for routing; includes correlation of pending CR’s as
appropriate and adjusting IVR settings as appropriate.
- Implements preventive maintenance schedules for HFC.
- Provides technical assistance to lower-level technicians.
- Coordinates with other roles inside and outside of the Excellence in
Opertions (XOC) department, including issues where HFC issues are
suspected and when unclear if multi-node issues are HFC or headend
related.
- Isolates Video, High Speed Internet, and Telephony problems by
correlating information from network surveillance equipment, diagnostics
tools, and reported information to accurately direct fix organizations
and personnel to most likely source of problem.
- Writes and drives action items for post-mortems on HFC events to
ensure follow-up for all break-fix.
- Uses company technology, support tools, and contact systems to the
fullest potential and as outlined by established business
processes/protocols.
- Escalates outage events and or impairments to appropriate individuals
and organizations when not resolved in the prescribed amount of time.
Escalates to appropriate fix agency, as necessary, when pre-defined
meantimes to repair metrics are in jeopardy of not meeting PUC and FCC
requirements.
- Oversight and management of field activity in applicable tools.
- Maintains and monitors multiple queues through ticketing systems.
Isolates and/or identifies network versus headend issues.
- Provides technical assistance to lower-level technicians.
- 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:
- High School or Equivalent
-
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- Requires 2-5 years related experience.



Comcast is an EOE/Veterans/Disabled/LGBT employer


A little about us:
Comcast brings together the best in media + technology. We drive innovation to create the world's best entertainment and online experiences.

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