National Network Surveillance Technician 3

Comcast

3d • $22 - $51 • Onsite

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 The Service Policy Assurance Technician 3 is responsible for performing a wide range of functions across a variety of technologies and applications that include: performing mitigation for security incidents; providing education to internal and external customers regarding SPAM/Phishing, Identity Theft, Voice Fraud, and other SPA Operation programs. Ideally, this candidate possesses advanced security and privacy knowledge to protect and combat against common threat vectors. This resource will take lead and communicate directly with the application teams, escalation groups, stakeholders, and business partners, ranging from application users up to VP's.

Requirements

• Knowledge and experience mitigating malware, bots, copyright infringement, CPNI/PII, identity theft, theft of service, spam, phishing, messaging, DDOS and other security, privacy, and anti-abuse threats and policies
• Highly organized and detail oriented
• Have experience with remote troubleshooting
• Proven analytical & problem-solving ability.
• Ability to grasp new technologies quickly and be willing to learn new applications and web interfaces
• Ability to work in a fast-paced environment
• 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.
• Analytical Problem Solving
• DDoS Mitigation
• Malware Analysis
• Troubleshooting
• High School Diploma / GED
• 5-7 Years Relevant Work Experience

Responsibilities

• Assist Comcast customers in recovery from fraudulent activity and attacks against them within the Comcast domain
• Assist other Comcast teams in understanding and addressing security, policy, service, fraud, and compliance issues
• Work with the other SPA departments to identify improvement opportunities in our current work, and to identify and alert to issues that impact our domain
• Works incoming operation tickets accurately and in a timely manner
• Answers Tier 3 incoming calls, voice mail, chat and email
• Maintains active presence in all relevant Slack and Teams channels
• Defines, creates, and implements workflow changes
• Implements process improvements and efficiencies
• Prioritizes workload and manages multiple time-sensitive issues.
• Demonstrates flexibility and adaptability to the changing needs of the business
• Is actively engaged in continuing education
• Adheres to SPA Operations Guiding Principles
• Regular, consistent, and punctual attendance
• Consistently maintains (or exceeds) defined Scorecard metrics
• Is a member of the On-Call support team
• Address high-visibility media and legal escalations
• Address specific high importance policy, compliance, and security workflows
• Cultivate relationships up, down, and across the organizational chain
• Mentor, share knowledge, skills and/or experience, to help other technicians develop and grow

Benefits

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED