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Tech 2, National Network Surveillance

Company: Comcast
Location: Cherry Hill
Posted on: November 25, 2019

Job Description:

Business Unit: Job Summary:
The Customer Security Assurance Team is responsible for ensuring a safe & secure cross-product experience for Comcast subscribers. This is accomplished through prompt reaction to security incidents and delivery of timely information to Comcast internal and external customers. CSA improves the security experience for Comcast customers by raising awareness and educating customers about issues like spam, virus, phishing, fraud and other exploits. Enforcement of Acceptable Use Policy is also a key role of the Customer Security Assurance Team.
Job Responsibilities:
As a member of CSA, the Network Surveillance Technician is responsible for mentoring junior members of the Customer Security Assurance staff, the review of trouble tickets, and crafting procedural documentation suitable for customer interaction. The candidate will also act as a liaison with internal teams and outside agencies including other Internet service providers to identify and resolve customer Security, Abuse, and Fraud related issues. In addition the Customer Security Assurance Senior Technician will be responsible for identifying, processing, and resolving all related Customer Security Assurance incidents and violations of the Acceptable Use Policy (AUP) and subscriber agreement and create reports supporting the business practice. Overtime will be required on an as needed basis.
? Serve as resource/mentor to other members of the Customer Security Assurance Technician staff by providing on the job training and consultation on current and changing procedures.
? Assist CSA leadership in the compiling of reports on incoming requests to Customer Security Assurance and team productivity.
? Produce informational documentation suitable for customer interaction.
? Serve as interface / coordinator between Customer Security Assurance and external organizations, such as other Internet Service Providers, to resolve large-scale abuse issues with minimal operational impact.
? Draft procedural documentation for customer service departments involving any changes impacting call handling, escalation, or notification relating to Customer Security Assurance, Abuse, and Fraud.
? Interact and coordinate with Customer Security Assurance leadership in relation to individual customer and large-scale abuse related issues, providing input and preemptive support measures.
? Answer Customer Security Assurance related customer calls / emails/ voice mails and gather information to determine if the call is a valid AUP violation.
? Resolve incoming Customer Security Assurance trouble tickets adhering to defined levels of detail, accuracy, and compliance with prescribed mean time to resolve standards.
? Serve as primary escalation point for Customer Security Assurance Technicians.
? Coordinate and ensure the timely resolution and appropriate documentation and reporting of escalated issues received by Customer Security Assurance from internal and external organizations.
? Perform high-level reconnaissance audits and develop subsequent reports to identify abuse or policy threats.
? Perform protocol analysis in support of identifying, monitoring, and documenting instances of abuse or policy discretions.
? Ensure immediate and accurate response to abuse, policy, and security issues affecting Comcast subscribers and networks.
? Review trouble tickets to identify issues that can be addressed by processes and / or training at the individual level or CSA Team level.
? Assist in the development / improvement of procedures and process flows related to identifying Customer Security Assurance issues, policy observance issues, and employee training.
Preferred Qualifications:
? Technical customer support experience; Help Desk, Policy/Abuse or IP Security experience preferred.
? Experience with large scale IP network and ISP is a plus.
? Proficient in Microsoft Word, Outlook, Excel, Access, and modern browsers.
? Knowledge of virus/malware, phishing, identity theft and other risks to the security & privacy of Comcast customers, including common attack vectors and best practices designed to combat such threats.
? Experience with consumer level firewalls, anti-virus software and ping utilities.
? Experience utilizing NMAP, Nessus, and Telnet.
? Experience with ACL-Based Firewalls, utilities, and associated hardware configurations.
? Experience with Remedy, Support Magic, or equivalent ticketing software.
? Ability to grasp new technologies quickly and be willing to learn new desktop applications and web interfaces.
? Receptive to observing, processing, and discussing information and media that may be offensive in nature as it relates to Customer Security Assurance.
? Proven analytical & problem-solving ability
? Excellent oral/written communication and inter-personal skills.
? Knowledge of current Comcast or similar products and services.
Job Specification:
- High School or Equivalent
- Generally requires 2-5 years related experience

??Comcast is an EOE/Veterans/Disabled/LGBT employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex or any other legally protected category.

Keywords: Comcast, Cherry Hill , Tech 2, National Network Surveillance, Other , Cherry Hill, New Jersey

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