Tech 2, National Network Surveillance
Location: Cherry Hill
Posted on: November 25, 2019
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.
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
? 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
? Draft procedural documentation for customer service departments
involving any changes impacting call handling, escalation, or
notification relating to Customer Security Assurance, Abuse, and
? Interact and coordinate with Customer Security Assurance
leadership in relation to individual customer and large-scale abuse
related issues, providing input and preemptive support
? 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
? Coordinate and ensure the timely resolution and appropriate
documentation and reporting of escalated issues received by
Customer Security Assurance from internal and external
? 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
? Assist in the development / improvement of procedures and process
flows related to identifying Customer Security Assurance issues,
policy observance issues, and employee training.
? 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
? 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
? Experience with consumer level firewalls, anti-virus software and
? Experience utilizing NMAP, Nessus, and Telnet.
? Experience with ACL-Based Firewalls, utilities, and associated
? Experience with Remedy, Support Magic, or equivalent ticketing
? 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
? Proven analytical & problem-solving ability
? Excellent oral/written communication and inter-personal
? Knowledge of current Comcast or similar products and
- 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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