Technician 1, Service Assurance - Managed Services (Hybrid - Shifting)
LocationPhilippines - Pasig City, Ortigas Center Glas Tower
Work modehybrid
Typefull-time
SeniorityEntry
Experience1+ yrs
Company size10,000+ people
First seenOct 10, 2026 · 1d ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Must have2
At least one year of relevant experience in over-the-phone technical troubleshooting
Possess a strong command of the English language, both oral and written
Eligibility3
Must be willing to work on a shifting schedule, including weekends, to support 24/7 operations
Able to work onsite in Ortigas Center, Pasig City, following a hybrid work arrangement (3 days onsite and 2 days remote work weekly)
Must be able to start on December 1, 2026
Skills
SNMP
ping
traceroute
MTR
RF
Wi-Fi
managed routers
switches
wireless access points
About the company
Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
Provides first-level technical analysis and incident response for Comcast Business Managed Services, including managed broadband, managed Wi Fi, and managed router solutions. Performs detailed Layer 1 diagnostics to identify service-impacting conditions, analyze network performance metrics, and determine corrective actions. Validates network events through monitoring platforms, telemetry, and device-level data, escalating complex incidents to Tier 2, engineering, field operations, or vendor partners as required.
Executes established technical workflows and runbooks to restore service for managed customer environments. Documents diagnostic findings, event timelines, and remediation actions in ticketing and network management systems with a high degree of accuracy. Utilizes network analysis tools, device access platforms, and operational support systems to process service orders, validate device provisioning, and maintain data integrity throughout the incident lifecycle.
Job Description
Core Responsibilities
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Perform real-time technical triage of network alarms and customer‑reported incidents using monitoring tools, event dashboards, SNMP/telemetry data, and device diagnostics.
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Conduct Layer 1 troubleshooting on managed routers, switches, wireless access points, and associated access circuits to isolate and resolve service-impacting issues.
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Manage and update incidents, problems, and change tickets in multiple operational queues while following defined SLA, severity, and workflow guidelines.
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Interface directly with LECs/ILECs, ISPs, field technicians, escalations teams, and engineering resources to coordinate testing, dispatches, and circuit validations.
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Execute device validation tasks such as confirming configuration states, checking routing tables, analyzing logs, and verifying device reachability.
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Utilize diagnostic tools (ping, traceroute, MTR, packet loss analysis, RF/Wi‑Fi validation, log review) to assess the health and performance of customer-managed environments.
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Identify patterns and correlations between alerts, customer impacts, and network telemetry to support root cause identification and escalation accuracy.
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Maintain clear, concise technical documentation within all management and ticketing systems, ensuring accurate event timelines and data integrity.
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Adhere to operational KPIs, service assurance standards, and defined troubleshooting methodologies to ensure high-quality, repeatable technical outcomes.
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Participate in ongoing learning related to network technologies, managed service platforms, and troubleshooting best practices to continuously improve technical competency.
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Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedules, and overtime as necessary.
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Support technology evolution by adopting new diagnostic tools, automation platforms, and network assurance solutions as they are introduced into the environment.
Requirements:
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At least one year of relevant experience in over-the-phone technical troubleshooting.
•
Possess a strong command of the English language, both oral and written.
•
Must be willing to work on a shifting schedule, including weekends, to support 24/7 operations.
•
Able to work onsite in Ortigas Center, Pasig City, following a hybrid work arrangement (3 days onsite and 2 days remote work weekly).
•
Must be able to start on December 1, 2026.
Employees at all levels are expected to:
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Understand our Operating Principles; make them the guidelines for how you do your job.
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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.
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Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
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Win as a team make big things happen by working together and being open to new ideas.
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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.
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Drive results and growth.
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Support a culture of inclusion in how you work and lead.
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Do what’s right for each other, our customers, investors and our communities.