What you’ll be doing...

You’ll join the team responsible for supporting the largest and most reliable customer private networks worldwide. As an EMS Tier 2 Engineer, you’ll join the team responsible for providing 2nd level support to our entire managed customer base and for our entire managed services products portfolio. You will provide escalation support to our Tier 1 team and you will be responsible for the handling and management of complex incidents and problem tickets. Your goal will be to restore services and resolve problems quickly by identifying the cause of the issue(s) through in depth investigation and troubleshooting and to implement permanent fixes while keeping our customers and trouble tickets up to date at all times with the progress of your investigations. You may also get a designated customer assigned to you with whom you will be expected to build a strong technical relationship and become an expert in regards to your customer network design, usage and support requirements. Finally you will be expected to take the lead in the early life support of all the latest products and newest technologies based products, and to facilitate the knowledge transfer downwards within the NOC organization.

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.

  • Maintain & Protect Quality of Service to customers: Ensure that top priority is always given to maintaining and protecting operational service to customers.
  • Communication: Ensure all written and verbal communication with customers and colleagues is of the highest professional standard. This includes ensuring that entries in tickets are accurate and concise as well as being clear and professional in content and style. Verbal communication with customers will be necessary to support the repair process.
  • Incident Management: Take ownership, diagnose and resolve faults identified on the MN&S networks. This includes the use of back office systems such as ETMS, F&E, ESP, IPSM and IMPACT in accordance with the published working practices documentation.
  • Drive internal and external groups to provide timely resolution to customer issues in order to exceed both internal and published customer Service Level Agreements, maintaining incident ownership throughout.
  • Designated Network Engineering: Deliver value add Designated Network Engineer support to your assigned customer by building expert knowledge over your assigned customer’s network design, usage and configuration and by developing a personal relationship with your assigned customer, providing him with direct access to advanced technical and change management support.
  • Provide support to other colleagues: Provide mentoring and training to the 24/7 shift and day repair teams as required.
  • Continuously maintaining and developing your skills and competencies through your personal development plan.

What we’re looking for...

You enjoy the process of reviewing, analyzing and understanding customer networks and investigating and diagnosing complex faults. You like working as part of a small dynamic team of technical experts but you are also capable of working on your own assignments with very high focus and attention to details. You are very customer focused, well organized and you have superior written and verbal communication skills.

You’ll need to have:

  • Bachelor’s degree or relevant work experience.
  • Knowledge of network protocols and troubleshooting methodology.
  • Fluency in English

Even better if you have:

  • A degree.
  • Experience performing WAN or LAN administration on 200 or more network devices.
  • Industry certifications CCNP, JNCIA, JNCIP, or ITIL v3.
  • Experience in a client-facing role.

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.