Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

Comcast is looking for an enthusiastic, reliable and pro-active individual to grow its Network Facilities Service Desk. As part of this group, this individual will serve as a point of contact and provide command and control when there are events taking place at one of our Comcast facilities (Data Centers, Head ends/Hub). This interaction includes receiving and resolving events via phone, email, internal ticketing system and escalating alerts to appropriate personnel. This role includes the coordination and execution of planned maintenance.

Job Description

Shift Hours- Tuesday - Saturday 2:30 PM- 10:30 PM

Must Have Skills:

• Understanding of Critical Infrastructure (Power, Cooling)-Generators, HVAC systems, AC Power, DC Power In a Data Center environment
• Basic Knowledge of DCIM and CI Monitoring Applications
• Basic System Administration Knowledge (Server Components, Remote Connectivity Troubleshooting)
• Basic Networking Knowledge (Hardware Components, Checking Hardware status, IP Config, Ping devices)
• Proficient in Microsoft Windows Applications
• Prior Technical Support knowledge
• Prior Help Desk Support knowledge

Core Responsibilities

• Enabling/disabling alarm channels
• Arming/rearming alarm messages.
• Escalating and communicating critical infrastructure issues to responsible parties.
• Responding to internal requests about alarms and email notifications.
• Assist in troubleshooting critical infrastructure issues
• Tier 1 troubleshooting our teams computer applications
• Work/Resolve/Close event/incident tickets in our single ticketing platform
• Create tickets for smart hand technicians to do power supply and drive swaps, troubleshooting network connections, visitors, deliveries, RMA’s etc….
• Dispatching smart hands to 3rd party data centers
• Problem management (Root Cause Analysis)
• Interacting with application/platform teams
• Contacting local power companies for updates on power outages
• Getting notifications out to the appropriate parties
• Spinning up a bridge to provide/get updates from other teams
• Acts in accordance with policies and practices
• Manage small scale projects or tasks from start to finish
• Identify processes and practices that need improvement
• Begin to conduct RCA’s with basic questioning and understanding of what took place and how Critical Infrastructure works.
• Actively participate in team meetings and provide accurate and complete status updates. Begins to ask questions and make suggestions.
• Generating reports
• Perform related duties or tasks 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.

Skills

Communication, Problem Management, Troubleshooting

Compensation

National Pay Range: $52,160.19 USD-$122,250.45 USD Illinois Pay Range: $55,420.21 USD - $107,580.40 USD Colorado Pay Range: $58,680.22 USD - $112,470.42 USD Hawaii Pay Range: $68,460.25 USD - $102,690.38 USD Washington DC Pay Range: $74,980.28 USD - $112,470.42 USD Maryland Pay Range: $61,940.23 USD - $112,470.42 USD Minnesota Pay Range: $58,680.22 USD - $102,690.38 USD New York Pay Range: $61,940.23 USD - $122,250.45 USD Washington Pay Range: $58,680.22 USD - $117,360.44 USD California Pay Range: $58,680.22 USD - $122,250.45 USD New Jersey Pay Range: $65,200.24 USD - $117,360.44 USD Vermont Pay Range: $61,940.23 USD - $97,800.36 USD Massachusetts Pay Range: $65,200.24 USD - $117,360.44 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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 to eligible employees. 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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's DegreeWhile 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.

Certifications (if applicable)

Relevant Work Experience

2-5 YearsComcast is 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, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.