What you’ll be doing...

The Engineer III Technical Operations Support Services (TOSS) role provides hands-on problem resolution and operational assistance for Lessees participating in the LRA (LTE in Rural America) Program, in support of their integrated networks, devices and interfaces with the Verizon Wireless LTE Core Network. With a focus on customer service, the TOSS researches and troubleshoots problems, supports operational requests, tracks and resolves concerns, and as necessary, escalates complex situations for resolution, exercising independence and skill in problem solving and you will handle and resolve highly complex technical issues. You will be managing these issues cross- functionally and will utilize a board scope of technical knowledge on issues impacting an entire carrier or multiple carriers

  • Communicates directly with external LRA participants and vendors and internally with Verizon IT, Network and Device/SIM technical support teams for timely and prompt issue resolution within established procedures, service levels and metrics.
  • Work on integration issues involving devices, specialized SIMs, LTE core network, backhaul, and needs an understanding of the unique routing into the Verizon MTSO (Mobile Telephone Switching Office) for each LRA Participant, as well as IT provisioning. Issues may need the TOSS to lead swat calls with groups such as NRB, NOC, system performance, other sub-market network resources, core network services, ETNI, 3rd party vendors, etc.
  • Performing an impact assessment and performing notification procedures for outages, as well as providing root cause analysis.
  • Mobile Private Network solution design, ensuring design and equipment meets Verizon's (BGP) Border Gateway Protocol, GRE (General Routing Environment), and IP Security requirements.
  • Create and provide the architectural diagrams for the routing and equipment to the NRB.
  • Train the Participants on setup of MPN in LRA (must be technical to even understand what is being discussed).
  • Device software campaign management including loading campaigns for all LRA carriers LTE and VoLTE devices, opt in and opt out process, pushing the campaign, monitoring the campaigns and supporting any issues with the campaigns.
  • Interact directly with the LRA carriers, NRB, NOC, Maintenance Engineering & Translations, IT production support, Nokia/Motive third party vendor, MPN Ops and MPN Performance, Systems performance, Network sub market leads, Gemalto, and others as needed.
  • Involved in network routing, IT/network integration, device software and tools to support testing, LTE network 3GPP, PLMN-ID's, specialized SIM configurations (Verizon ISIM, USIM with Participant specific CSIM).
  • Using tools such as; TOSS internally built tools, MARS, Net GeoX, card admin & reader, Guarded Link, Motive OMA DM platform, QXDM logging tool for capturing device logs during testing, NICO, eTNI, RSS, MTAS gui (not MTAS back-end), Remedy, Quality Center, and more.

What we’re looking for...

You’ll need to have:

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

Even better if you have:

  • A degree.
  • Relevant Technical support experience within the Telecommunications industry.
  • Experience in RF or System Performance Network roles.
  • A+, Net+, CCNA certifications.
  • MTAS, MARS, RSSx, NetGeo experience.
  • Gemexplorer, device testing, device software management.
  • SIM experience/knowledge.
  • LTE/GSM experience.
  • SMSC inter carrier relationship knowledge, BGP, GRE & IP Sec to support MPN/Static IP.
  • Coding language such as; PHP and javascript for internal tools (for tools position).
  • Results oriented, strong sense of urgency, proactive and flexible.
  • Demonstrated technical and analytical skills.
  • Strong business knowledge.
  • Excellent interpersonal and leadership skills.
  • Builds relationships and fosters teamwork.
  • Adapts quickly to changing business conditions.
  • Ability to communicate effectively at multiple levels: from team members to executive management.
  • Strong verbal & written communication skills to interact with other departments and teams to achieve objectives and improve processes (both internally and externally).
  • Ability to successfully communicate ideas and recommendations to all levels within the organization, using negotiation, persuasion, and discretion to achieve objectives.
  • Experience in Microsoft Office Suite.
  • Strong decision-making and problem solving skills.
  • Strong organizational skills and ability to handle multiple tasks.

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.