Comcast Careers

HFC Tech 2, XOC (Fiber Deep)

Atlanta, GA
Tech and Field Operations (Technicians and Field Operations)


Job Description

Business Unit:

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:

-Frequently runs reports, does data collecting, and data mining.
- 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:
- General understanding of the Fiber Deep architecture is required. Experience with data mining and reporting highly desired.
- High School or Equivalent
- Generally requires 2-5 years related experience.





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