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HFC Technician - Pittsburg, CA at Comcast

Posted in Telecommunications 30+ days ago.

Type: Full time
Location: Pittsburg, California

Job Description:

The Operations Center HFC Technician is an analytical level position to the HFC Service desk. Primary responsibilities include: analysis, dispatch, ticket prioritization, customer callbacks, validation and correlation of escalated customer tickets to resolution. Provide technical assistance to Tier 1 and Line Technicians. Responsible for validating HFC resolutions.

This position will remain posted until filled.


- Analyze and monitor for alerts: PathTrack, Watchtower/ExtremeScout, Market Health, power supply monitoring, CMEX / VSM, and other Plant Operations tools
- Generate tickets for items requiring Line Technician attention in preparation for routing by Level 1 Technicians
- Include correlation of pending CR's as appropriate
- Adjust IVR settings as appropriate
- Implement preventive maintenance schedules for HFC
- Provide technical assistance to Tier 1 and Line Techs
- Coordinate with other roles inside and outside the LMC when HFC issues are suspected and when unclear if multi-node issues are HFC or headend related
- Isolate Video, High Speed Internet and Telephony problems by correlating information from network surveillance equipment, diagnostics tools and reported information to accurately direct fix organizations and personnel to most likely source of problem
- Enter data into trouble ticketing system to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information
- Escalate outage events and or impairments to appropriate individuals and organizations when not resolved in the prescribed amount of time
- Escalate to appropriate fix agency as necessary when pre-defined mean time to repair metrics are in jeopardy of not meeting PUC and FCC requirements
- Track scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities
- Manage communications throughout resolution with customer, field staff and any internal staff as needed
- Review and track scheduled maintenance [planned outages] using defined procedures so that each affected area receives notice as required
- Maintain and monitor multiple queues through TTS and CSG. Isolate and/or identify network versus headend issues
- Other duties as assigned

Required Skills:

Education / Experience / Scheduling Requirements:
- High school diploma or equivalent is required
- 2 year degree in electronics preferred or combination of education and equivalent work experience; NCTI, SCTE, Microsoft or Cisco certifications preferred.
- Computer networking knowledge and terminology desirable
- Up to 12 months experience in an HFC Service desk Level 1 position
- Minimum of 12 months experience in a centralized repair/troubleshooting/testing environment, providing technical support and repair coordination
- The following will also be considered: experience as a network technician or comparable dispatch or field-related position; military electronics training and experience
- Broad based knowledge of telecommunications field including internet, telephony, VOD and HFC cable systems strongly preferred for correlation

Skills Requirements:
- Demonstrated ability to perform all functions of Level 1 HFC Technician
- Demonstrated ability to perform routine functions such as answering phones and hand held radio
- Strong computer skills, including solid working knowledge of Windows based applications
- Excellent verbal and written communication skills
- Ability to work under pressure and within a fast paced environment
- Ability to work independently as well as function successfully within a team
- Assertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external (i.e. Pac Bell, PG&E, etc.)
- Ability to learn and follow emergency and accident procedures
- Solid multi tasking and detail orientation skills
- Must have mature judgment and the ability to relate well with others
- Minimum of 12 months of experience in the Network Dispatch role
- Must certify on the HFC Technician tools
- LMC is a 24/7/365 operation, including holidays. Employees must be willing and able to work different shifts as needed; to include evening and weekends
- Punctual, regular and consistent attendance a must

- Frequent to continuous sitting; occasional walking, standing, bending
- Frequent use of computer keyboard, mouse, telephone and hand held radios
- Frequent and continuous use of other standard office equipment
- Rare travel - within local area only
- Minimal lifting requirement - 10 lbs minimum

Comcast is an EEO / AA / Drug-Free Workplace.