Responsible for offering escalation support from the XOC HFC Desk, Regional Engineering, Headends, and other work partners across the division. XOC Network Technicians monitor Comcast’s network infrastructure by using various surveillance equipment, tools, and reported information to identify and determine the impacts of an event. Provides 7-days-a-week, 24-hours-a-day, 365-days-a-year operational support for all assigned areas. Possesses Works with moderate supervision/guidance. Is accountable for individual results and impact on the team.

Main Responsibilities:

– Respond to systems notifications on service failures (visual and audible on multiple service platforms)
– Work with multiple automation and ticketing systems as well as surveillance and diagnostic tools
– Follow Tier-1 Comcast troubleshooting procedures to authenticate and restore service integrity
– Create and maintain chronological trouble tickets concerning on-air issues and maintenance activities
– Perform daily channel scans and routine error monitoring checks
– Coordinate with Comcast employees and/or external vendors to resolve on-air issues
– Follow-up with internal and external vendors and providers on service issues and statuses
– Techs will respond to colored alarm and error monitoring systems with first-tier troubleshooting responsibility (specific vision abilities include good color vision, close vision, and distance vision)
– Must be able to demonstrate proficient escalation capabilities (escalate up to the VP level)
– Ability to work well with a team in an open environment
– Ability to handle fast-paced situations with speed and accuracy
– Must be customer-focused
– Must be willing to work on side projects and teams as deemed necessary

Skills & Requirements:

– At least 2-5 years of experience in a broadcast operations environment including MPEG4/MPEG2 as well as troubleshooting knowledge of RF, IP and fiber backhaul networks
– Must have a basic understanding of digital signal flows
– Must have the ability to troubleshoot with multiple tools and resources
– Must possess above-average writing skills to document on-air issues and maintenance activities accurately and expediently
– Must possess above average verbal skills to relay important information verbally to peers and leadership
– Must possess outstanding telephone etiquette
– Requires highly developed organizational skills
– Must be willing and able to adapt in a quickly changing environment
– A college degree or specialized training in broadcasting or networking is preferred

Job Overview
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