CommTech 5, Network Maintenance

Comcast East Point, GA

About the Job

Business Unit:

Job Summary:
Responsible 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.

Employees at all levels are expect 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 call backs 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:
- 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-call" 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 syst





Comcast is an EOE/Veterans/Disabled/LGBT employer