Sr Technician, NETS Advanced Voice Routing

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.

This job is responsible for diagnosing and resolving complex technical issues across the national network. It involves analyzing system data and improving troubleshooting processes. The role also ensures compliance with industry standards while enhancing operational efficiency and customer experience. This business unit is open 24/7; candidates must be open to any schedule within these hours.

Responsibilities: Performing advanced troubleshooting and data analysis to diagnose and   resolve trouble   tickets, and technical issues nationwide   Utilizing multiple software systems to investigate, triage, and address complex repair, and security-related issues   Collaborating with engineers, third parties, and business partners to   identify   root causes and improve troubleshooting processes   Maintain   accurate   records and   update   systems with manual interventions when   required .   Providing real-time technical support to operations personnel, and business support teams via inbound calls and emails   Training and mentoring employees on various applications, troubleshooting techniques, and system best practices   Monitoring and reporting network outages and restoration events, escalating issues as necessary to resolution teams   Identifying   customer-reported trends, escalating process improvement opportunities, and recommending changes to enhance technical support efficiency   Acting as a liaison between internal and external teams to resolve technical issues and communicate resolutions effectively   Ensuring compliance with technical support standards, industry best practices, and regulatory requirements for security and operational integrity   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.

Experience with tools and software such as Sprinkler, Remedy TTS, IOP/Service Now, Fetch It Up, and ECM Experience using a ticketing system, required Have an analytical mindset and technical aptitude Can successfully work independently and be a self-starter Employees at all levels are expected 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. Support a culture of inclusion in how you work and lead. Do what's right for each other, our customers, investors and our communities. Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It