What you’ll be doing...

The Technical Product Support Engineer role is an integral part of the Digital Enablement, Collaboration, and Customer Experience team within the Professional Services organization at Verizon Enterprise Solutions. This Service Desk position will support various customers and platforms at a Tier 2 level, including CPE device, Internet of Things, Managed Mobility, and WiFi for Business.

You will provide Tier 2 level support, following established processes and procedures, for customer requests, software updates, and technical troubleshooting for the various platforms and customers. Outside of your primary area of technical support, you will continue to increase your knowledge and support of network related equipment from various original equipment manufacturers, such as Cisco, Riverbed, & Cradlepoint. This role is responsible for Tier 2 level service desk support.

Your responsibilities:

  • Receiving incoming tickets and calls from customers on supported products.
  • Use of the ServiceNow and ETMS ticketing systems to receive and update tickets.
  • Initial triaging/troubleshooting issues and updating the tickets as appropriate for:
    • Managed Mobility product – a mobile device and mobile application management product offering from Verizon using SAP platforms.
    • Verizon Care – a non-managed CPE monitoring, maintenance, and equipment replacement product offering for several OEMs.
    • IoT offerings including Real Time Crime Center and other Verizon IoT offerings.
    • Wifi for Business – a customer and guest Wifi service using the Cisco Meraki platform.
  • Working closely with Tier 3 resources to ensure customer satisfaction with the resolution to their tickets and issues.
  • Working closely with internal Verizon resources to streamline and update Service desk processes and procedures.

What we’re looking for...

You'll need to have:

  • An Associate's Degree orrelevant work experience
  • 3 or more years of technical customer support of IT platforms
  • Service Desk experience supporting both hardware and software from various Original Equipment Manufacturers (OEM).
  • Must be able to work various schedules to support 24x7x365 customer commitments

Even better if you have:

  • Must be flexible to take on new work assignments often with varied technical and customer support responsibilities
  • Excellent corporate customer service experience
  • Microsoft tools experience including MS Word, Excel, and PowerPoint
  • Demonstrated performance as a self-starter
  • Demonstrated high performance working remotely with little supervision
  • Sense of urgency in a fast paced environment
  • Be a team player, flexible, and adaptable
  • Desire and ability to learn new products and services
  • Desire to continue your education

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.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.