What you’ll be doing...

You will be responsible for proactive network monitoring, trouble isolation, escalation, and resolution of issues with Network (LAN/WAN/LAN), Unified Communication and Collaboration, Security technologies, and Contact Center technologies.

  • Provide Tier 1.5 technical support for a Verizon Managed Services Customer.
  • Operate in a 7x24 environment, monitoring the incident queues, creating and updating incidents in the customer’s and Verizon’s Incident Management tracking systems.
  • Support SLA adherence and compliance.
  • Interaction with resources in Network Operations Center, Management, and customer to ensure timely updates and communications are provided to the customer within established baseline objectives.
  • Application of knowledge of established procedures, policies and best practices.
  • Handle email and phone communications for between the customer and internal support groups.
  • Engage vendors and work with them to resolve incidents.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.

Even better if you have:

  • A degree.
  • Current CCNP certification.
  • Hands-on experience configuring, managing, and troubleshooting at least “two” of the technologies supported.
    • Network: Cisco Routers, Switches and Wireless Controllers and Access Point.
    • Unified Communications and Collaborations: Communications Manager, Unity, Voice Gateways, IM&P (Instant Message and Presence).
    • Security: Firewall, Load Balancer, and Proxy.
    • Contact Center: Cisco Contact Routing and NICE Call Recording.
  • Willingness to work any shift, plus extended hours, weekends and holidays as needed.
  • Demonstrated strong verbal and written communications skills as well as exceptional customer service skills.
  • ITIL v3 Foundations Certified.

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.