CommTech 4, Network Maintenance
Job SummaryResponsible for (under limited supervision) performing network troubleshooting to alleviate system outages, analyzing system sweeps to neutralize system anomalies, fiber system preventive maintenance and restoration and performing basic OTN and headend maintenance.
- Troubleshoots and resolves service failures from the CPE to the tap. Possesses knowledge to identify plant issues and resolves no-cable situations to the first active and escalates as required; troubleshoots to the first active device and repair as directed by local requirements.
- Provides coaching and support to other Technicians for issues relating to the installation, service and overall customer satisfaction of all Comcast residential and commercial applications.
- Performs wall fish as required by the market (optional not included in national certification). Performs multi-product installations for residential and residential-like products, complete from tap to customer equipment in single and multiple family dwellings including prewired units; perform installations adhering to Comcast procedures and safe work practices, NEC and NESC requirements and local ordinances in order to provide services to the customer. Installations could include but not be limited to the following: Video (analog and digital; home theater); Comcast Digital Voice® (CDV) and/or other Voice services; Comcast High-Speed Data (CHSI) (Home Networking and Home Plug); Teleworker; Comcast Workplace (Internet). Workplace Digital Voice (WDV) standard; Commercial Video. Manipulates connectors, fasteners, wire; uses hand tools. Must have vision ability of: close vision, peripheral vision, ability to adjust focus and differentiate colors.
- During the course of normal day-to-day activities: cleans, maintains and stocks vehicle and equipment in order to be prepared for daily responsibilities; completes associated paperwork with each job in a timely manner; properly operates and maintains tools and equipment; reports need for vehicle repair or service when required and/or prescribed; and reports any accidents, losses, injuries or property damage to supervisor and customer when appropriate. In Supervisor's absence initiates appropriate procedures. Drives company vehicle in a safe and responsible manner; properly operates and maintains installation/service tools and equipment; demonstrates professional conduct and appearance.
- Performs underground location of existing plant using system prints and cable locating equipment in order to prevent cable damage and service interruption. Must have the ability to read general system layouts from blueprints.
- Completes paperwork associated with each work order in a timely manner to ensure all details of the work are recorded for entry in the customer's account once the work is checked in; determines acceptability of service per specific product following installation or service call in order to provide the best possible service for the customer.
- Provides the customer with the Comcast Welcome Kit and materials regarding channel line up, uses of set-top box, modem and/or eMTA and company policies as they relate to the customer as well as demonstrate these skills in order to educate the customer on the use of the equipment, products and services and company guidelines. Provides information on available services to new and existing customers in order to sell additional services and attempt to upgrade existing services.
- Performs routine troubleshooting calls: troubleshoots the plant through the distribution cable to the node in order to restore customer video, CHSI, or CDV as required. Surveys the plant in order to ensure service availability to potential customers. Must have the ability climb poles, ladders and operate aerial lifts 18 to 20 feet above ground, as determined by the system's requirements. Must possess the ability to use basic cable test equipment. Performs work near power lines and electricity.
- Performs CLI ride-out and track and repair leakage, as necessary. Works and travels in inclement weather.
- Responds to and repairs service interruptions during regular business hours, shift work or when "On-calls" as required. Normal work shift may include evenings and/or weekends; may include 10 hour days for 4 days a week. Must be available to work overtime including weekends, evenings and holidays.
- Performs construction maintenance duties such as: splices aerial/underground coaxial cable and equipment to restore cable plant to system specification; splices and activates new coaxial plant as required; repairs and/or replace damaged aerial/underground plant; and inspects, repairs and/or replaces power supplies as necessary. Must have the ability to use basic cable installation tools and hand tools. Must have the ability to comply with safety procedures and requirements. Lifts and carries loads of 70 lbs. or more.
- Works within manufacturer's rated weight capacity for all equipment, including but not limited to ladders and aerial lifts.
- Pre-wires single dwelling units and multiple dwelling units (MDUs) in order to provide "ready hook-up" capabilities at the time of occupancy. Works in crawl spaces, attics and permit required confined spaces. Exposure to moderate noise level.
- Performs standard home theater installations associated with video installations. For every job: review all requested services with the customer in order to ensure understanding and agreement; survey the installation route and review proposed route with the customer in order to obtain agreement on the location of cable outlet(s). Exposure to dogs and other animals, construction areas and the public in general as required. Must have knowledge of policies and procedures for installation activities.
- Performs multi-product service calls for residential and residential like products. Troubleshoot the forward and return path in the drop from the tap to the customer's equipment for multiple services. Must possess the ability to prioritize and organize effectively.
- Performs multi-product reconnects, requested and non-pay disconnects and additional outlets for residential and residential-like products. Installs and removes set-top box and/or eMTA in order to provide customer with upgrades or downgrades in service. Must possess knowledge of basic mathematics, the ability to count and handle U.S. currency and the ability to communicate with customers in a clear and straight forward manner.
- Inspects existing bond/ground to ensure compliance with Comcast and National Electrical Code (NEC) requirements; make new ground as required in order to protect employees, customers and equipment from electrical shock or damage.
- Checks in each job in a timely manner in order to ensure all details of the work are recorded for entry in the customer's account once the work is complete. Completes associated paperwork with each work order, as required. Must be able to work while standing 50 70% of the time.
- Possesses knowledge of the National Electrical Code (NEC), the National Electrical Safety Code (NESC), the Occupational Safety and Health Act (OSHA), Federal Communications Commission (FCC), Environmental Protection Agency (EPA), Department of Transportation (DOT), American National Standards Institute (ANSI) and various state and local codes including G.O. 95 and G.O. 128, (when applicable).
- Determines acceptability of video, data and voice services by reviewing television picture quality and PC and modem connection following any installation or work on cable services to provide the best possible service for the customer. Educates the customer on the CDV service and voice mail. Conduct CDV test call. Demonstrates CHSI service and educate customer on how to connect to the service, home page, national and local content, web browsing using URL(s) etc. Must possess the ability to manipulate objects such as pens, keyboard and mouse.
- Must have twenty-one months cable telecommunications (and/or broadband) or similar experience. Possesses: knowledge of cable television products and services, basic knowledge of cable system operations, basic knowledge of a cable system overview and basic knowledge of the history of cable and Comcast.
- Must have knowledge of components on the PC desktop and ability to perform the following: launch an application; add a shortcut; log into and navigate through a dial-up or other internet service; install software like Microsoft Internet Explorer, Netscape Communicator, Microsoft Windows, MS Office applications, educational software or games; navigate through a file system via the DOS prompt or window interface; access the Control Panel to configure components such as a printer, modem and monitor.
- Must possess knowledge of PC hardware, software and the Internet and the ability to troubleshoot and resolve related service failures.
- Required Training/Licenses/Certifications: Certified CommTech 3; Valid drivers license and satisfactory driving record. Will successfully complete training and instruction that includes, but not be limited to, the following topics (training should reflect the Network CommTech 4 Competencies document): Cable Theory and Terms, Construction Practices, Troubleshooting to Node and Return Path, Track and Repair CLI, Power Supply Maintenance, Forward and Reverse Alignment and Safety Program.
- Maintains fiber management equipment to include termination shelves.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Employees at all levels are
- 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.
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
High School Diploma / GED
Relevant Work Experience
10 Years +
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the [Register to View] on our careers site for more details.