Comcast QA Engineer in Naperville, Illinois

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary:

Responsible for participating as an individual contributor in project

teams, troubleshooting operational issues, providing technical solutions

to operational problems, new product implementation, implementing

existing products and services, and the overall upkeep and maintenance

of designated areas of engineering. Interfaces with vendors,

engineering, and peer operations organizations. Acts in compliance with

industry and Company technical requirements, standards, policies, and

procedures. Provides technical leadership to junior Engineers and

project teams. Has in-depth experience, knowledge and skills in own

discipline. Integrates knowledge of business and functional priorities.

Acts as a key contributor in a complex and crucial environment. May lead

teams or projects and shares expertise.

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 callbacks and helping us elevate opportunities to do

better for our customers

- Drive results and growth

- Respect and promote inclusion and diversity

- Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

- Drives issues through closure engaging all appropriate resources.

Leads technical bridges and provides troubleshooting direction. Provides

guidance and recommended solutions to complex technical issues.

- Acts as an advocate for procedures, policies, and processes. Ensures

projects are fully integrated into the operations environment including

lifecycle problem management from front-line customer care through

engineering.

- Provides documentation and knowledge base updates as products and

tools evolve, and removes outdated documentation and knowledge articles.

- Writes problem investigation and resolution reports and communicates

with customers regarding questions about issue investigation.

- Creates data and metric systems to track operational workflows;

maintains records of results and feedback. Analyzes data and metrics,

identify problem areas and provides actionable insight to management.

- Consistent exercise of independent judgment and discretion in matters

of significance.

- Have a customer service focus attitude and detail-oriented.

- Have an understanding of software, hardware, telephony and connectivity.

- Be able to listen effectively and communicate with candour and honesty.

- Have the ability to acquire and evaluate data and multitask.

- Two (2) years experience with IT support responsibilities or equivalent work experience.

- Experience in IT problem and issue management.

- Regular, consistent and punctual attendance.

- Must be able to work nights and weekends, variable schedule(s) as necessary.

- Extensive travelling up to 80% of the time domestically and locally.

- Other duties and responsibilities as assigned.

Job Specification:

- A.A./A.S. in MIS or Computer Science; or an equivalent in education and experience

- Engineering and Telecommunications experience preferred

- Vendor Managment experience a plus

- A , Network , CCNA or CCNT, Cisco and Junipercertifications

- Generally requires 5-7 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer