• Operate in a 7x24 environment, manage proactive network events, perform initial diagnostics, repair Verizon and third-party access problems, replace and reconfigure Customer-Premise Equipment (CPE), and escalate to level two technical support groups when necessary.
  • Provide technical support and assistance to a large US-based financial customer subscribing to a wide range of network products and services including LAN, WAN, IPT, and wireless infrastructure.
  • Proactively detect anomalies and performance issues and bring problems to resolution to the full satisfaction of our business partners, utilizing network performance monitoring tools to identify impairments that may affect managed network and services.
  • Perform end-to-end trouble isolation and repair on physical layer services purchased by our business partners; utilize test tools and equipment to isolate the cause of impairments on the Verizon Business LEC, PTT or other provider networks.
  • Interact with Customer Service Centers, Network Management Centers, Verizon Business Operations Groups, LECS, Account Teams and Customers to facilitate isolation and repair of faults in the network within established baseline objectives.
  • Participate in High and Critical bridge calls to perform concurrent troubleshooting with level two technical groups, third-party vendors, and business partners to efficiently drive the incident to a resolution.
  • Maintain accurate logs of trouble isolation and repair efforts and keep business partners updated on efforts aimed at restoration of services.
  • Adhere to customer laid out processes and comply to ITIL best practices


  • Excellent communication and interpersonal skills
  • Excellent analytical and troubleshooting skills
  • Customer service oriented
  • Technically challenged and a team player
  • Demonstrates initiative and self confidence
  • Bachelor’s degree holder, ECE/CoE preferred
  • ITIL certified preferred
  • Cisco Certification (CCNA) is required
  • CCNA-Voice or CCNP Routing & Switching certification is preferred

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