Technical Configuration Analyst

Comcast

107d • Onsite

About The Position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. The Technical Configuration Analyst is an experienced technical specialist with deep subject matter expertise in areas such as Wi-Fi, routers, and voice services. This role involves conducting time study analyses to identify process gaps and improve KPIs, while supporting high-profile customers with advanced troubleshooting and managed services. The analyst will help mentor new technicians, assist with technical training, and present to small groups. They will play a role in operational transitions from Network Design & Engineering, oversee support ticket progress, and help assign production tasks based on complexity and priority. The position requires maintaining high performance standards, identifying chronic issues and best practices, and ensuring consistent, reliable attendance with flexibility for variable schedules and overtime. This role is NOT remote/virtual and will be based in West Chester Twp, OH.

Requirements

• Associate's Degree preferred.
• 5-7 years of relevant work experience.
• Deep subject matter expertise in Wi-Fi, routers, and voice services.
• Strong analytical skills and critical thinking.
• Excellent communication and relationship-building skills.

Responsibilities

• Subject matter expert in an area such as Wi-Fi, Router, Voice etc.
• Conduct time study analysis on new and existing customers for KPI's, assess process gaps and opportunities.
• Perform audits to validate processes and procedures.
• Develop technical enhancements to meet business needs.
• Support high profile customers with sufficient specialized knowledge.
• Demonstrate processes and procedures to newly hired Techs 1 and 2 during shadowing.
• Assist in the creation of technical training material.
• Aid in documentation turnover from Network Design & Engineering team to Operations.
• Oversee support ticket progress and provide updates to leadership on active tickets across vendors.
• Assist with the assignment of production work to technicians based on complexity, Time to Configure (TTC), and priority.
• Make presentations in area of subject matter expertise to individuals or small groups.
• Utilize tools and resources to troubleshoot and repair managed services customer problems.
• Assist with identification of chronic customer access issues.
• Achieve standards for consistent performance (scorecards).
• Identify and report deficiencies and best practices to management.
• Maintain regular, consistent and punctual attendance, including nights and weekends as necessary.

Benefits

• Best-in-class benefits including physical, financial, and emotional support.
• Eligibility for bonuses for non-sales positions.
• Commission eligibility for sales positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Telecommunications
• Education Level: Associate degree