Configuration Technician puesto vacante

Vacancy caducado!

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. 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:- Subject matter expert in an area such as Wi-Fi, Router, Voice etc.- Proficient in supporting all Managed Services offerings seeking minimal assistance troubleshooting issues.- Has acquired sufficient specialized knowledge to support high profile customers- Capable of demonstrating processes and procedures to newly hired Techs 1 and 2 during shadowing.- Able to make presentations in area of subject matter expertise to individuals or small groups.- Ability to provide intermediate backup for installation team- Handle inbound customer repair request via phone, portal, email, and network monitoring tools.- Manage ticket queues.- Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.- Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls- 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, Meraki CMNA, Fortinet NSE4 or similar industry certifications Highly Preferred- Generally requires 2-5 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer

Vacancy caducado!

ID	#6039386
Estado	Ohio
Ciudad	Westchester
Tipo de trabajo	Permanent
Salario	USD TBD TBD
Fuente	Comcast
Showed	2020-11-23
Fecha	2020-11-14
Fecha tope	2021-01-13
Categoría	Etcétera
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Job Details

Configuration Technician 2

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