Technician 5, Installation & Service - Business Services

Comcast Technician

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

Install, maintain, and troubleshoot voice, video, internet, and advanced business communication services for commercial customers. Working independently in the field, you'll manage a daily workload, diagnose service issues, and deliver an exceptional customer experience while meeting safety, quality, and productivity standards. This role requires strong technical skills to solve complex troubleshooting incidents, effective communication, time management, and the ability to build customer confidence while representing Comcast on-site using advanced customer-facing technical work. Technicians also participate in an on-call rotation, typically one week every five weeks, which may include overnight or scheduled day-off coverage. As a technical specialist, you will handle complex service installations and repairs, support business customers of varying sizes, and serve as a resource for peers within your area of expertise. Location: Davie, FL (6565 Nova Drive)

Job Description

Core Responsibilities

• Performs installations and changes of service, while adhering to: company procedures and safe work practices, National Electric Code (NEC) and National Electric Safety Code (NESC) requirements and local ordinances in order to provide (or remove) services to the customer. Completes all customer interactions as required. Installs and configures static internet protocols (IPs), as needed, on business internet installations. Saves and loads customer configuration files during swaps or upgrades that may contain customer local area network (LAN) gateway modifications, port forwarding, port assignment, or static IPs.
• Configures and troubleshoots network devices, including but not limited to Lynx, Cisco, Juniper and Ciena command line interfaces.
• Completes network installations using networking fundamental topics including IP addressing, subnetting, IP routing protocols and LAN (local area network) and WAN (wide area network) concepts and configurations.
• Completes installations and service, may lead projects, for advanced enterprise services, such as, but not limited to metro-E, cell backhaul, PRI (primary rate interface) over fiber and voice edge over fiber.
• Performs business service calls. Reviews all requested services with the customer in order to ensure understanding and agreement. Troubleshoots the drop from the tap or network access point (NAP) to the customer's demarcation point. Installs and removes customer premise equipment (CPE) in order to provide customer with upgrades or downgrades in service.
• Performs multiple line voice installations, including private branch exchange (PBX) cross connects, hospitality services, enterprise services and integration with legacy fire alarm systems, point of sale (POS) terminals and door entry systems.
• Performs commercial site surveys based on knowledge of right of entry agreement, commercial construction, building layout and mechanical systems.
• Assesses and designs advanced business networks using appropriate technology and based on customer needs using coaxial cable, Cat 5/6, fiber optic cable and Wi-Fi networks.
• In support of Fiber to the Premise (FTTP) installations and trouble calls, cleans fibers, measures light power, installs and powers optical network unit (ONU) and installs backup batteries, where applicable.
• Participates on special projects team supporting large scale enterprise and hospitality installations, troubleshooting and customer experience focused special initiatives.
• In support of business Wi-Fi installation and trouble calls, determines appropriate placement of devices and design of Wi-Fi network taking into consideration Wi-Fi channels, co-channel interference and channel utilization. Determines appropriate use of device options and provide advanced customer education to set appropriate expectations.
• Obtain and maintain applicable security licensing and background checks based on federal, state, or municipality requirements and/or customer requirements where applicable.
• Performs residential installation and services calls as needed.
• Completes associated record keeping in a timely manner in order to ensure all details of the work are recorded for entry in the customer's account.
• Determines acceptability of service by reviewing and confirming quality of service using advanced tools and analysis. Determines appropriate solution based on results of analysis in order to provide the best possible service for the customer.
• Communicates, engages and provides customer with education on products and services, which may include, materials regarding channel line up, applications, use of services and equipment, consumer devices and company policies as they relate to the customer. Provides information on additional products and services available, which align with or expand on current subscription and recommend products or services to customers.
• Cleans, maintains and stocks vehicle and equipment in order to be prepared to perform required duties. Reports need for vehicle repair or service when required and/or prescribed. Reports any accidents, losses, injuries, or property damage to Supervisor and customer when appropriate.
• Properly operates and maintains installation tools, technology and equipment, such as installation hand tools, light power tools, meters, or ladders.
• Reads general system layouts from system design maps.
• Uses sound judgment in decision-making, problem-solving, project management and readily accepts ownership of personal decisions, behavior and or actions regardless of the outcome, to perform installation and service of products.
• Performs jobs from high places (on poles and roofs,) including climbing poles with proper equipment (safety belt, strap, climbers,) ladders and bucket trucks (e.g., 18 to 26 feet), as determined by the system's requirements.
• Manipulates objects such as: pens, keyboard, mouse, connectors, fasteners, wire and uses hand tools.
• Lifts and carries loads of 70 lbs. or more, works in confined spaces such as crawl spaces or attics, works while standing 50 -70% of the time and performs work near power lines and electricity. Works in areas with exposure to moderate noise levels. Works within manufacturer's rated weight capacity for all equipment, including but not limited to ladders and aerial lifts.
• Drives company vehicle during performance of duties in a safe and responsible manner during scheduled work days. Maintains valid driver's license.
• Effectively communicates with customers and co-workers. Instills confidence with customers when working with their complex networks.
• Uses close vision, peripheral vision and ability to adjust focus to use tools, equipment and objects to complete duties.
• Exposure to dogs or other animals in construction areas and in home environments.
• Normal work shift may include weekends; may include 10 hour days for 4 days a week and/or mandatory overtime including weekends, evenings and holidays.
• Other duties and responsibilities as assigned.
• Previous Comcast experience preferred.

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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Skills

Communication, Customer Experience (CX), Time Management, Working Independently

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 realityto help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

High School Diploma /