Local Management Center Representative 1 - Baltimore, Maryland

IT'S MORE EXCITING HERE
Comcast founded in 1963, has grown into one of the world's leading communication and entertainment companies focused on broadband cable, commerce and content. Comcast Cable is the country's largest provider of cable services, and has expanded to digital services, faster Internet and IP-enabled phone service, and innovative programming including over 250 cable channels, including popular channels like: E!, Sportsnet, Exercise TV, The Golf Channel and more.

Comcast connects with more than 24.7 million cable customers, 14.1 million high-speed Internet customers and 5.2 million voice customers providing top consumer products and services in three key areas: video, digital cable, VOD, HD and DVR; online; and voice. We strive to be the company customers look to for the products and services that connect them to what is important in their lives.


Position Summary: Monitors the Comcast division network infrastructure by gaining insight into overall system health through the use of surveillance software and diagnostic tools. Reduces outage downtime by escalating problems to proper personnel and following those issues to conclusion. Major Duties: (May perform any or all of the following duties) Monitors Comcast's network infrastructure by using various equipment, tools, and reported information to identify problems and escalate to corrective action. Uses trouble ticketing system to accurately document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information. Uses flow charts, databases, and communication equipment to notify appropriate individuals and organizations of network outage and restoration events, escalating problems that are not resolved in the prescribed amount of time. Organizes and forecasts daily network activities through scheduling, routing and re- prioritizing of demand maintenance network staff. Tracks all scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities. Communicates with preventative maintenance technicians to update logs and other organizations of progress. Other organizations would include Comcast IP Services, Regional Staff, Divisional Staff, Local System Staff, National Network Services, or various vendors. Compiles, maintains, and prepares various operational reports, logs, and files. Represents Comcast in a professional and positive manner in all situations. Performs other duties as assigned. Punctual, regular, and consistent attendance.

Required Skills:
Preferred Qualifications: Experience in telecommunications or a broad based knowledge of telecommunications services including Internet, VOD, Telephony, and HFC cable systems. Ability to perform dispatching functions through the use of telephone, pagers, mobile radio and computer. Strong organizational/project management skills and the ability to perform logical flow chart type troubleshooting required. Working knowledge of Telnet or terminal emulations programs desired. Exceptional computer skills required, knowledge of computer networking, terminology, and methods. Ability to communicate both orally and in writing in a clear and straightforward manner required. Normal work shift will include weekends, evenings, and holidays. Education: High School diploma or equivalent. Experience: 1-year experience as Network Surveillance Rep 1, Tier 1 Helpdesk, or Minimum 4 years related experience in the CATV field, or in dispatch, or the recognized equivalent in work experience or a combination of work experience and education. Working Conditions: Fast paced office environment. Ability to work seated for long periods of time. Ability to wear telephone head sets. Utilize and manipulate objects such as pencil, keyboard, papers. Exposure to moderate noise levels. Occasionally lift and carry loads of 25 lbs. or more. Vision ability: close vision, peripheral vision and ability to adjust focus. Long Periods of Time in front of PC Monitor. Ability to work overtime, as needed.