Network Operations Engineer
- Muntinlupa City, Philippines
- Full-Time Customer Service
- Job # 501805
- Date posted - 2019-02-13
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 Tier 1 technical support for a Verizon Managed Services Customer. Handling 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.
- Operating in a 7x24 environment, monitoring the incident queues, creating and updating incidents in the customer’s and Verizon’s Incident Management tracking systems.
- Supporting SLA adherence and compliance.
- Interacting with resources in Network Operations Center, Management, and customer to ensure timely updates and communications are provided to the customer within established baseline objectives.
- Applying knowledge of established procedures, policies and best practices.
- Handling email and phone communications for between the customer and internal support groups.
- Engaging vendors and working with them to resolve incidents.
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:
- Current CCNP certification.
- Hands-on experience configuring, managing, and troubleshooting at least “two” of the following 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, including 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.
