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.

With at least one year of relevant experience in over-the-phone technical troubleshooting.
Possesses 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 per week).

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.

Service Assurance Technician

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