Tech , NOC, Enterprise Service Assurance

Job Summary

Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for Comcast Managed Services such as managed broadband and managed Wi‑Fi, managed router. Performs detailed Layer 1 diagnostics to identify service‑impacting conditions, analyze network performance metrics, and determine corrective actions. Validates network events through monitoring platforms, telemetry, and device‑level data, escalating complex incidents to Tier 2, engineering, field operations, or vendor partners as required.

Executes established technical workflows and runbooks to restore service for managed customer environments. Documents diagnostic findings, event timelines, and remediation actions in ticketing and network management systems with a high degree of accuracy. Utilizes network analysis tools, device access platforms, and operational support systems to process service orders, validate device provisioning, and maintain data integrity throughout the incident lifecycle.

This role is NOT Virtual. This team works out of our office located at 8000 E Iliffe Ave in Denver CO.

• Handle inbound customer repair request via phone, portal, email and network monitoring tools.
• Perform real‑time technical triage of network alarms and customer‑reported incidents using monitoring tools, event dashboards, SNMP/telemetry data, and device diagnostics.
• Conduct Layer 1 troubleshooting on managed routers, switches, wireless access points, and associated access circuits to isolate and resolve service‑impacting issues.
• Manage ticket queues. Manage and update incidents, problem, and change tickets in multiple operational queues while following defined SLA, severity, and workflow guidelines.
• Interface directly with LECs/ILECs, ISPs, field technicians, escalations teams, and engineering resources to coordinate testing, dispatches, and circuit validations.
• Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls.
• Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
• Communicate with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.
• Execute device validation tasks such as confirming configuration states, checking routing tables, analyzing logs, and verifying device reachability.
• Achieve standards for consistent performance (scorecards).
• Identify patterns and correlations between alerts, customer impacts, and network telemetry to support root cause identification and escalation accuracy.
• Maintain clear, concise technical documentation within all management and ticketing systems, ensuring accurate event timelines and data integrity.
• Adhere to operational KPIs, service assurance standards, and defined troubleshooting methodologies to ensure high‑quality, repeatable technical outcomes.
• Participate in ongoing learning related to network technologies, managed service platforms, and troubleshooting best practices to continuously improve technical competency.
• Utilize tools and resources to troubleshoot and repair managed services customer problems. Utilize diagnostic tools (ping, trace route, MTR, packet loss analysis, RF/Wi‑Fi validation, log review) to assess the health and performance of customer‑managed environments.
• 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 role is NOT Virtual. This team works out of our office located at 8000 E Iliffe Ave in Denver CO.

• 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.

Adaptability, Communication, Customer‑Focused, Professional Etiquette, Professional Integrity, Resilience, Self Motivation, Teamwork, Technical Knowledge, Workplace Organization

Base Pay:…