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Job Details

Comcast Corporation

HFC Technician 1, XOC



Full Time

On Site


Atlanta, Georgia, United States

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.

Job Summary

Analyzes, dispatches, prioritizes tickets, customer callbacks, validation, and correlation of called out customer tickets to resolution at the HFC Service desk under supervision and mentorship of senior HFC Network Technicians and management. Responsible for validating HFC resolutions.

Job Description

Core Responsibilities

  • Responds to power supply alerts/alarms.

  • Analyze and ticket events based on alarms and/or automated systems which includes knowledge of IVR and correlations.

  • Coordinates with other roles, inside and outside the Excellence in Operations (XOC) department, including issues where HFC issues are suspected and when unclear if multi-node issues are HFC or headend related.

  • Isolates 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.

  • Raises outage events and/or impairments to the appropriate individuals and organizations when not resolved in the prescribed amount of time.

  • Raises to appropriate fix agency, as vital, when predefined mean-times to repair metrics are in jeopardy of not meeting PUC and FCC requirements.

  • Tracks 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.

  • Leads communications throughout resolution with customer, field staff and any internal staff as needed.

  • Reviews and tracks scheduled maintenance (planned outages) using defined procedures so that each affected area receives notice as required.

  • Maintains and monitors multiple queues through TTS and CSG.

  • Isolates and/or identifies network versus headend issues.

  • Other duties and responsibilities as assigned.

About Our Perks & Benefits:

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.

Here's a look at some of the perks and benefits we make available to our employees:

  • Medical & Dental start day 1.

  • 401(k) Savings Plan.

  • Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.

  • Xfinity Services - We offer all employees in serviceable areas discounted digital TV and internet.

  • Free tickets to Universal theme parks!

Learn more at[Register to View]

Employees at all levels are encouraged to:

  • Understand our Operating Principles; make them the guidelines for how your job is done.

  • Lead 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 hardworking learners, users and advocates of our groundbreaking technology, products, and services, especially our digital tools and experiences.

  • We win as a team! - Make big things happen by working together and being open to new insights. Get results and growth.

  • 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 and helping us elevate opportunities to do better for our customers.

  • 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 comprehensive 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

2-5 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.

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