Comcast
NationalNetworkSurveillanceTechnician3
Neural analysis suggests this role is
optimal for Mid+ candidates.
“National Network Surveillance Technician 3 at Comcast. Skills: Security, Privacy, Troubleshooting, Communication. Assist customers in recovery from fraudulent activity. Assist other teams in addressing security issues”
What You'll Achieve.
Consistently maintains (or exceeds) defined Scorecard metrics
Industry & Context.
Proven analytical & problem-solving ability; Assist customers in recovery from fraudulent activity and attacks; Assist other Comcast teams in understanding and addressing security, policy, service, fraud, and compliance issues; Identify improvement opportunities in our current work; Identify and alert to issues that impact our domain; Address high-visibility media and legal escalations; Address specific high importance policy, compliance, and security workflows
Member of the On-Call support team
What They're Looking For.
Must Have
Knowledge and experience mitigating malware, bots, copyright infringement, CPNI/PII, identity theft, theft of service, spam, phishing, messaging, DDOS and other security, privacy, and anti-abuse threats and policies, Highly organized and detail oriented, Experience with remote troubleshooting, Proven analytical & problem-solving ability, Ability to grasp new technologies quickly and be willing to learn new applications and web interfaces, Ability to work in a fast-paced environment, 5-7 Years Relevant Work Experience
What You'll Do.
Assist customers in recovery from fraudulent activity
Assist other teams in addressing security issues
Identify improvement opportunities in current work
Alert to issues that impact domain
Work incoming operation tickets accurately
Answer Tier 3 incoming calls
Maintain active presence in Slack/Teams
and implement workflow changes
Implement process improvements and efficiencies
Prioritize workload and manage issues
Engage in continuing education
Adhere to SPA Operations Guiding Principles
Maintain regular attendance
Consistently maintain Scorecard metrics
Address high-visibility media escalations
Address high importance policy workflows
Cultivate relationships across organizational chain
Mentor other technicians
How You'll Work.
Team & Collaboration
Communicate directly with application teams, escalation groups, stakeholders, and business partners; Work with other SPA departments; Cultivate relationships up, down, and across the organizational chain; Share knowledge, skills and experience with other technicians
Communication Scope
Communicate directly with application teams, escalation groups, stakeholders, and business partners; Answers Tier 3 incoming calls, voice mail, chat and email; Cultivate relationships up, down, and across the organizational chain; Share knowledge, skills and experience
Process & Methodology
Prioritize workload, Manage multiple time-sensitive issues
Full Job Description
Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.) **Job Summary** The Service Policy Assurance Technician 3 is responsible for performing a wide range of functions across a variety of technologies and applications that include: performing mitigation for security incidents; providing education to internal and external customers regarding SPAM/Phishing, Identity Theft, Voice Fraud, and other SPA Operation programs. Ideally, this candidate possesses advanced security and privacy knowledge to protect and combat against common threat vectors. This resource will take lead and communicate directly with the application teams, escalation groups, stakeholders, and business partners, ranging from application users up to VP's. **Job Description** **Shift Hours- 12 PM - 9 PM EST** **Core Responsibilities** * Assist Comcast customers in recovery from fraudulent activity and attacks against them within the Comcast domain * Assist other Comcast teams in understanding and addressing security, policy, service, fraud, and compliance issues * Work with the other SPA departments to identify
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