What you’ll be doing...

Ticket Management:

  • Ensure tickets and workload is distributed properly across the team.
  • Ensure ticket management is followed by each shift.
  • Ensure assigned tickets are managed appropriately, i.e. not letting tickets clock unnecessarily.
  • Provide and ensure shifts perform quality and timely updates to customer base on 5W through the ticket and phone call.
  • Request and provide value based escalation.
  • Update and provide frequent status comments in tickets.
  • Review and analyze historical data about UROS and RFR missed opportunities.

Incident Management:

  • Drive UROS and RFR reduction.
  • Collaborate with peers to ensure proper turnover and sharing of knowledge about incidents and best practices.
  • Resolve incidents urgently.

Responsibilities:

  • Comply and adapt with the tools used to support customers and the business.
  • Comply with all internal processes the LOB has in place.
  • Add timely and appropriate responses to voice or email communications to all involved parties, not limited to internal Verizon only, but also with customers and vendors.
  • Share and present ideas through brownbag sessions.
  • Lead troubleshooting, especially complex issues.
  • Act as an Incident Manager during bridge call with customers and support towers, driving continuous communication and directions to all.
  • Develop team members.

What we’re looking for...

You'll need to have:

  • Bachelor's degree or four or more years of experience.
  • Four or more years of relevant work experience.
  • Experience in Telco and IP Network including vendor equipment and application such as CISCO, JUNIPER, TELLABS, ARUBA, any Security device, Microsoft, Linux.

Even better if you have:

  • Proficiency in written and verbal English communication.
  • Three or more years of solid experience in Telco and IP Network including vendor equipment and applications such as CISCO, JUNIPER, TELLABS, ARUBA, any security device, Microsoft, and Linux.
  • A CCNA/CCNP certification.
  • Certification from ITIL Foundation.
  • Strong knowledge and experience in IP Networking and switching and routing troubleshooting.
  • Knowledge and experience in programming and database administration.
  • Solid networking project skills.
  • Solid circuit testing and troubleshooting skills.
  • Strategic thinking and analytic skills.
  • Great presentation skills with comfort and ease with delivering reports to large audiences.
  • Willingness to work in a 24/7 dynamic work environment.
  • Willingness to work during weekends and holidays.
  • Capability to be highly motivated and detail-oriented to deliver results.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.