Provide technical support and assistance one of Verizons largest financial, subscribing to a wide range of products and services. Proactively detect anomalies and performance issues, and bring to resolution to the full satisfaction of our customers requirement. Utilize network performance monitoring tools to identify impairments that may affect services sold. Perform end-to-end trouble isolation and repair on both physical and logical layer services purchased by our customers. Utilize test tools and equipment to isolate the cause of impairments on the Verizon, LEC, PTT or other provider networks. Interact with Customer Service Centers, Network Management Centers, Verizon Business Operations Groups, LECS, Account Teams to facilitate isolation and repair of faults in the network within established baseline objectives. Keep customers updated on efforts aimed at restoration of their services. Maintain accurate logs of trouble isolation and repair efforts.
Level 1 Engineers will be tasked with daily device management and resolution of the customers network related proactive and reactive trouble tickets associated with Verizon network and managed services. The Network Engineer will work on a team responsible for Tier I network proactive monitoring/execution for all of the customers infrastructure focusing at the WAN/LAN level (LAN/Layer 1 and 2 Experience is fundamental including complex VLAN configurations, VRF etc.). Within this scope, responsibilities include but are not limited to troubleshooting and taking ownership of LAN network environment incidents to resolution while properly documenting all work activity in the ticketing system, working with multiple internal and customer organizations, and serving as the initial escalation point for all customer related network issues.
- Solid understanding of the customers network
- Responsible for proactively monitoring of the customers network devices
- Documentation of network problems in Verizon ticketing system
- Monitoring and trouble shooting DS0's, T1's, SIP, DS3's, OC3s, BRI-PRI (ISDN), DSLs, and E1 circuits
- Responsible for engaging Cisco TAC and working through router related problems
- Responsible for engaging Sprint, AT&T, Verizon IXC's and LEC/CLECs support groups to aid in trouble diagnosis and repair
- Responsible for sending text pages to personnel with outage information and updates
- Responsible for running outage teleconference bridges effectively and professionally
- Responsible for completing daily / nightly NOC check lists and turn over documents
- Responsible for taking customer calls and working with them to understand technical related issues
Advanced knowledge of telecommunications technologies including: TCP-IP, Packet Voice, WAN, Frame-Relay, TDM, and LAN technologies, and the inter-working of these technologies. These would encompass voice, data, broadband, VoIP, IPT, and Internet services, and the deployment and implementation of these services. Good knowledge and experience with the Internet Protocol (IP) suite is essential, including protocols such as OSPF and EIGRP, and their relationships and integrations in large-scale networks
A first-hand working knowledge of network monitoring tools. General understanding of the overall industry direction with regard to telecommunication technologies and the applications they will support. Knowledge of Cisco router products (2600, 2800, 3600, 3700, 3900, 5300, 7200, 7500, ASR). Ability to effectively document network outages and activities performed to restore outages. Previous networking experience in NOC / NCC environment CCNA and / or CCNP Cisco certifications that is in good standing.
The successful candidate will be flexible with work hours, as position may be required to work an off-shift or on-call. Candidate must have excellent communications skills and be able to deliver results under pressure. The applicant will be required to complete a written skill assessment. The position will work directly with the customers, and therefore must have strong customer service skills and the ability to interface successfully with both the customer’s technical and non-technical contacts, VZ Account teams and various other groups involved in the delivery of service to the end customer.
Equal Employment Opportunity
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