Engineer 2, Engineering Operations

Comcast

About The Position

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

Requirements

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
Communication
Problem Management
Troubleshooting
Bachelor's Degree
Relevant Work Experience 2-5 Years

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
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.