Tier 2 NOC Engineer

Overview

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

The Tier II NOC Engineers are responsible for configuring and troubleshooting Masergy solutions to resolve the customers’ technical concerns. The person will act as liaison between the customer and other internal teams. The person must have the ability to work in a complex networking environment and ensure a smooth operation of the network in order to provide maximum performance and availability to the customers. A quick thinker who is able to multitask several issues at once and a fast learner. The person must be flexible to work shift hours and be available for one weekend day (Sat or Sun).

Job Description

Core Responsibilities:

• Troubleshoot escalated issues with external customers and network/telecom providers. Provide excellent customer service when working with customers either internal or external.
• Manage escalations effectively.
• Ability to work with internal and external customers including vendors and partners to drive issues to resolution.
• Able to utilize existing tools and platforms to proactively identify and resolve problems with systems, applications, and networks.
• Configure routers, firewalls, switches, APs and NIDs using standard and non-standard templates
• Perform circuit, router, switch, AP and firewall managed service requests for new and existing customers
• Perform maintenance and grooming of MPLS, VPN and SDWAN Underlay Transports.
• Investigate and complete reason for outage (RFO) reports on all network outages
• Ability to document all pertinent information within the trouble ticket system related to troubleshooting and updates provided. Provides good written and verbal communication with internal and external customers based on requests, troubleshooting and updates.
• Analyze, recommend, and implement troubleshooting steps to resolve network issues or network performance, including providing hands on support to Tier 1 in addressing complex network troubleshooting. Assist in technical training and technical ticket review/post mortem analysis.
• Accept call overflows for frontline NOC support team during major outages
• Understanding/Knowledge of CCNP/JNCIP Level or equivalent experience, NSE4-NSE7 certifications or equivalent experience NRS1.

Skills / Abilities / Knowledge

• Knowledge : experience of study / understanding of concept(s)
• Advanced level knowledge of TCP/IP and UDP
• Advanced level of knowledge of routing protocols such as BGP, IBGP and OSPF
• Strong working knowledge of NAT, VRRP/HSRP, session-based firewalls, QOS, Layer 2 VPLS and MPLS network principles
• Robust knowledge of LAN/WAN technologies and topologies.
• Proficient in documenting processes and monitoring performance metrics.
• Exceptional understanding of network protocols including TCP/IP and networking equipment including routers, switches, APs and firewalls.

• Skills : observable competence to perform activity
• Strong troubleshooting skills of large network deployment.
• Excellent written and verbal communication skills
• Exceptional analytical and problem-solving skills that has ability to identify and analyze problems swiftly
• Strong interpersonal skills that can communicate clearly and in an understandable manner with a wide range of people such as peers, managers, customers, vendors, distributors and the general public.
• Excellent critical thinking and decision-making skills that has the ability to organize and prioritize several projects and tasks at one time. Able to explore out of the box or creative thinking to solve problems.
• Exceptional customer’s relation skills in both face to face and telephone contact.

• Ability : Behavior that results in an observable product
• Ability to communicate clearly and in an understandable manner with a wide range of people such as peers, managers, customers, vendors, distributors and the general public.
• Established ability to effectively advise and counsel both managers and non-supervisory employees on sensitive work related issues.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to maintain confidentiality concerning information processed, stored, or accessed by the networks is required.
• Must possess strong attention to details in performing due diligence, impact assessment/analysis

Education

• Bachelor\'s Degree in computer science or related field.

Experience

• Minimum seven (7) years’ experience working in LAN/WAN implementation or support role (Implementation/troubleshooting responsibilities include routers, switches, firewalls and NIDs), preferably from a service provider company.
• Very strong hands-on experience with Alcatel (Nokia) ESP, Cisco routers and switches, Fortinet firewalls, Overture and Adva NIDs
• Extensive experience in configuring, implementing, and maintaining a high availability network environment.
• CCNP/CCSP level equivalent experience is a must.

Certificates / Licenses / Registrations

Certification on CISCO CCNP and above, LINUX, MCITP, Python, Fortinet NSE 4 and above or similar is preferred.

Work Environment

• Work usually performed in an office setting
• Regularly required to sit for extended periods of time
• May on occasion be exposed to loud sounds and / or distracting noise levels, such as from office equipment.

Equal Employment Opportunity

Comcast 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.

Disclaimer

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

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 benefits summary on our careers site for more details.

Education

Bachelor\'s Degree While 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 Years

Comcast 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.

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