What you’ll be doing...

You’ll join the team responsible for supporting the nation’s largest, most reliable network. As a Network Operations Engineer, you’ll respond to customer troubles, ensuring that they are resolved quickly and efficiently. You’ll also take proactive steps to improve our processes, coach team members, and help our customers understand the benefits of our many automation tools. Your role will be critical to ensure we’re able to exceed customer expectations and keep improving every day.

  • Handling customer issues based on assigned tickets.
  • Enlisting other repair organizations or escalating, when necessary, to resolve problems.
  • Documenting and tracking issues, and keeping customers updated regarding the status of their issues.
  • Managing the ticket bucket and call queues.
  • Monitoring quality through evaluation of tickets and calls.

Additional responsibilities:

  • Providing Service Desk and technical support for a Verizon Managed Services Customer.
  • Handling Incident Management of WAN, LAN, WLAN, and SDWAN technologies, Service Request and Change Management support, including proactive network monitoring and initial triage of incident tickets and service requests.
  • Engaging the appropriate resolver team and/or third-party vendor to facilitate resolution. Driving and escalating teams to meet or exceed established SLAs.
  • Performing trouble isolation and resolution of logical and physical layer incidents, including directing internal and third-party resources to facilitate resolution of faults within established SLAs.
  • Working with Change Management Global Service Operations Teams as required.
  • Maintaining accurate logs of trouble isolation and repair efforts and escalating/communicating issues to management as needed.

What we’re looking for...

You enjoy the fast pace and urgency needed to manage incidents, and you have no problem juggling multiple priorities. Your empathy and communication skills make it possible for you to diffuse sensitive situations. You take real ownership of customer concerns, and are driven to provide exceptional customer service.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Willingness to work flexible schedules in a 24x7 environment.

Even better if you have:

  • A degree.
  • Experience with ticket handling and escalation management processes and systems.
  • Experience with provisioning and inventory systems.
  • Experience with network performance and analysis. Ideally, with the ability to test circuits and troubleshoot basic network problems.

In addition:

  • Bachelor's degree in telecommunications, engineering, computer science is preferred.
  • Telecom industry certifications such as CCNA, CCNA-Voice and ITIL are preferred.
  • Four or more years of hands-on experience managing, configuring and troubleshooting routers and switches in a NOC environment.
  • A thorough understanding of the PIP MPLS, OSI model, routing protocols (OSPF, EIGRP, BGP), LAN Ethernet technology, VLAN, WAN technology, SDWAN, WAAS, VPN, ISDN, IP telephony and physical circuit testing.
  • Demonstrated strong verbal and written communications skills as well as excellent customer service skills.
  • Demonstrated analytical and decision-making skills.
  • Demonstrated ability to thrive in a demanding, fast paced 24x7x365 operations support environment.
  • Willingness to work any shift, extended hours, weekends and holidays as needed.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.