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in Plymouth, MI

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Hours Full-time, Part-time
Location Plymouth, MI
Plymouth, Michigan

About this job

Business Unit:

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Primary Duties:

Responsible for installation and activation of hardware required to support Metropolitan Ethernet (MetroE) products. Performing advanced network maintenance and troubleshooting to ensure minimal system downtime. Daily travel required within designated service areas of the heartland region. Working knowledge of IPv4, IPv6 sub netting, LAN, WAN, WAE, advanced voice services, and fiber optics preferred.

Job Summary:

Responsible for installing, troubleshooting, and resolving escalated

customer issues for all Company residential and commercial products in

accordance with the Company procedures and practices. Additionally, the

Technician 5 provides technical support, training and guidance to the

field technicians installing and servicing products. For entry to the

position of Technician 5, an employee must have achieved Technician 4

certification, and completed the Technician 5 training (or have

equivalent experience.) Employees must demonstrate progress commensurate

with current tenure as Technician 4. New employees, with experience who

are hired into a Technician 5 position, must complete the training and

certification of previous levels, up to and including Technician 5

within the 90-day probation period and will be expected to function with

an increasing degree of proficiency and a decreasing degree of

supervision with regard to those skills and tasks for which training and

instruction are received during tenure in this position.

Core Responsibilities:

* Performs CT1 through CT3 and CCT4 duties. Troubleshoots and resolves

service failures from the CPE to the tap. Possesses knowledge to

identify plant issues and resolve no-cable situations to the first

active, and escalate as required; troubleshoots to the first active

device and repair as directed by local requirements.

* Performs Comcast Commercial installations as required, adhering to

Comcast procedures and safe work practices, NEC and NESC requirements,

and local ordinances in order to provide services to the customer.

* 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. Daily inspections of

existing grounds or make new grounds according to the National

Electrical Code (NEC) in order to protect employees, customers, and

equipment from electrical shock or damage. Repairs or reports all

system signal leakage found while performing routine duties in order to

reduce ingress and egress. Cleans, maintains, and stocks vehicle and

equipment in order to be prepared to handle all types of installations

and service and completes associated paperwork 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.

* Demonstrates professional conduct and appearance and provides the

customer with the Comcast Welcome Kit, associated materials, 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, services, and company guidelines and with providing

information on available services to new and existing customers in order

to sell additional services and attempt to upgrade existing services.

* Properly operates and maintains installation/service tools and

equipment and report vehicle repairs or service, accidents, losses,

injuries or property damage to supervisor and customer when appropriate.

* Ability to use basic cable installation and hand tools; perform jobs

from high places (on ladders and/or poles); read general system layouts

from blueprints; comply with safety procedures and requirements,

knowledge of basic mathematics, and count and handle U.S. currency.

* 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).

* Ability to use diagnostic tools and test equipment, work on a routers,

PC hardware, software and the Internet and the ability to troubleshoot

and resolve related service failures computer and use MS Office

applications, knowledge of policies and procedures for installation,

cable systems and network operations.

* Ability to read general system layouts from blueprints, use basic

cable installation tools, hand tools, lift and carry loads of 70lbs or

more, access crawl spaces and attics, perform jobs from high places (on

ladders and/or poles approximately 18 to 20 feet above ground) and stand

50-70% of the time.

* Works within manufacturer's rated weight capacity for all equipment,

including but not limited to ladders and aerial lifts.

* Performs work near power lines and electricity in inclement weather

along with moderate exposure to noise levels. Close vision, peripheral

vision and ability to adjust focus and differentiate colors while

manipulating connectors, fasteners, wire; objects such as pens, keyboard

and mouse, and uses hand.- Drives company vehicle in a safe and

responsible manner, work shifts may include weekends and may include 10

hour days for 4 days a week also must be available to work overtime

including weekends, evenings and holidays.

* Communicates courteously and pro-actively; able to learn customers'

short term and long term needs; see issues from customers' position, and

recommend products or services; able to promote customer focus in

employees and develop partnerships with customers.

* Applies common sense, theory and experience to decision-making; able

to recognize similarities between past and present situation; able to

identify key issues or use inductive reasoning including translation,

interpretation and extrapolation of complex situations.

* Persists and finish projects despite obstacles; able to discriminate

and classify technical information and redirect efforts when necessary;

able to follow instructions or take action and address opportunities

with little supervision; able to take extra steps to prevent mistakes or

create opportunities.

* Persists and finish projects despite obstacles; able to discriminate

and classify technical information and redirect efforts when necessary;

able to follow instructions or take action and address opportunities

with little supervision; able to take extra steps to prevent mistakes or

create opportunities.

* Regular, consistent and punctual attendance. Must be able to work

nights and weekends, variable schedule(s) and overtime as necessary.

* A certified Customer Technician 5 has successfully completed training

and instruction that includes, but is not limited to, the topics

outlined on the Customer Technician 5 Competencies document.

* The employee must successfully complete the training as described in

the Technician Competencies as directed by the Division (or possess

equivalent experience) and pass the CCT5 certification exams and any

required Safety qualification or re-qualification exams. Pass the Web-

based Exam for CCT5, Pass the Skills Exam for CCT5, Meet Comcast

Employee Standards, Meet time in grade (minimum 180 days) and Acquire

Supervisor approval.

Job Specification:

* Bachelors Degree

* -

* Generally requires 7+ years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer