Jr. Tier 1 NOC Analyst

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 The Network Junior Tier 1 Analyst (Jr. T1) performs initial tasks related to incident management in support of Tier 1 while relying on instructions and pre-established guidelines to perform job functions. Job Description Core Responsibilities Provide excellent customer service while proactively corresponding with customers, partners and vendors via telephone, email, conference bridges and other collaborative communication tools. Ticket creation from all sources of event management platforms, correlate alarms to mass outage events. Notify Internal and External customers of outages either/or/both using email or phone call. Provide Incident Management to Masergy’s customers. Follow detailed instructions to perform basic network break/fix functions to resolve DIA, MPLS, NaaS, and SDWAN outages such as Loop test, TDM BERT, RFC Testing, Optical testing, segmentation. Check and configure basic BGP settings/status Perform simple routing troubleshooting of latency, packet loss and other degraded issues. Document all pertinent information within MASERGY trouble ticket system as outlined in the existing guidelines and procedures Coordinate with partners in pursuing RFO. Perform tasks assigned by Manager to support the business or customer requirements that are within the skillsets of the Jr T1. Provides surveillance for the network from the hub to the backbone. Acts as a first responder to all network alarms reported by tools in the network. Uses all available tools to monitor and isolate outages across all product lines. Writes and drives action items for post-mortems on network events to ensure follow-up for all break/fix. Follows scripted M&Ps for break/fix. Receives and investigates issues and escalations from NASR, Headends, Care, ROC. Acts as the escalation point for all advanced services. Acts as local liaison to identify, correlate, communicate and verify customer impact for nationally managed care team events. Provide local troubleshooting. Provides remote assistance of hardware replacements. Other duties and responsibilities as assigned. 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. Respect and promote inclusion & diversity. Do what's right for each other, our customers, investors and our communities. Ideal Capabilities and Attributes! Bachelor's Degree in computer science or related field. Customer Service Skills Excellent written and verbal communications. Communicates clearly and in an understandable manner in a diverse environment using good customer relationship skills. Basic knowledge of LAN/WAN technologies and topologies. Good understanding of basic Layer 1 troubleshooting principles Good understanding of OSI Layer, TCP/IP, and basic routing troubleshooting. Amenable to work at night and willing to work on site (Mandaluyong City) Disclaimer: 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. Comcast is an EOE/Veterans/Disabled/LGBT employer.
MASERGY Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law. Education Associate's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience. Relevant Work Experience 5-7 Years Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.