Client Service Assurance Engineer

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Responsibilities

The Global Service Desk acts as a Tier 1.5 Service Desk and a single point of contact between Verizon, Third Party Vendors (TPV's), Customer Helpdesk and Verizon Customers. Providing a stream-lined communication channel for Incident Management, Request Fulfilment and Change Management. The Service Desk resolve/fulfil or route Trouble Tickets to the appropriate Resolver Groups; coordinate activities between Resolver Groups to ensure incident resolution; communicate status updates to the Customer; and perform any necessary Escalation Management (hierarchical and technical).

  • Serves as a Single-Point-Of-Contact (SPOC) that manages customer expectation base on contractually agreed Service Levels.
  • Performs initial triage, request fulfillment, engagement of resolving groups (Verizon and TPV’s) and manage the ticket lifecycle.
  • Adhere to all SLAs, SLOs (Service Level Objectives), and OLAs per each customer’s contractual specifications.
  • Provide notifications to Internal and External Customers regarding the status of their Tickets.
  • Responsible for completion of voice soft changes in NEC / Avaya (phone configuration and restrictions).
  • Creates Change record in Verizon system (GCM / ETMS) for URL Filtering requests
  • Manages the Third Party Vendor (TPV) for Telecom related dispatches and repair.
  • Manages Verizon Telecom database and billing.
  • Crisis Bridge Management - The GSD participates and engages Verizon resolver teams (e.g., VZ internal, VZ contracted TPVs, etc.) as necessary to troubleshoot and resolve major incidents and outages.
  • Provides 24 x 7 support

Qualifications

Must have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Willingness to work on shifting and graveyard schedules
  • Willingness to work on holidays and weekends

Ideally, you’ll also have:

  • Your degree in Engineering (Computer/Telecommunications), or Computer Science/Information Technology.
  • Experience in a telecommunications NOC/Service Desk position
  • Fluent English communication skills; written and verbal
  • Basic Computer Skills and knowledge
  • Proven ability to work responsibly with or without direct supervision
  • ITIL certification
  • CCNA Certification
  • Avaya Communication Manager and Session Manager experience.