What you’ll be doing...

  • Provides 2nd level tier trouble isolation, repair, and change requests for managed customer network services.
  • Performs Tier 2 support functions over customer incident resolution profoundly converged on LAN/WAN/MAN/Wireless environment/SDWAN.
  • Accepts technical and operational escalations to deliver utmost customer service assurance support.
  • Efficient utilization of network performance monitoring tools, testing, record keeping means to identify and correct multitude of impairments prescribed as responsibilities from the customer’s SOW.
  • Adheres to established service assurance governed by but not limited to the following based on customer contractual specifications:
    • SLAs (Service Level Agreements).
    • SLOs (Service Level Objectives).
    • OLAs (Operational Level Agreements).
  • Substantiates customer correspondence through written communication channels, direct and/or conference calls within established KPIs.
  • Functions as liaison with various TPVs (Third Party Vendors), partners and suppliers, customers, and other Verizon internal/external support groups in order to resolve customer issues including enabling workarounds in mitigating service impact.
  • Overall management and communication of all deliverables pertaining to stipulated customer requirements including but not limited to: incidents, service requests, change management, swivel function responsibilities.
  • Provides technical leadership and mentoring by functioning as a subject matter expert.
  • Leads and/or participates in initiatives and projects that are gearing towards continuous improvement.
  • Support provision for global operations environment working on 24x7x365 enterprise.
  • Leverage on the following network cognition to optimally perform the specified job functions:
    • OSI model, including TCP/IP, client/server designs, routing protocols (including but not limited to OSPF, EIGRP, BGP).
    • WAN technologies (including but not limited to Internet, ATM, MPLS, Frame-Relay, ISDN, private lines, WAN accelerators, VPN technologies).
    • LAN technologies (including but not limited to FDDI, Ethernet, Token Ring, Wireless, VLANs, NAT, ACLs, QoS, Load Balancer, NTP servers).
    • Supporting products from vendors like Cisco, Meraki Aruba, Riverbed, Juniper, Zscaler).

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.

Even better if you have:

  • Bachelor’s degree holder, ECE/CoE.
  • Demonstrated excellent written/verbal communication and interpersonal skills.
  • Excellent analytical and troubleshooting skills.
  • Capability to be customer service oriented.
  • Demonstrated initiative.
  • Knowledge on various LAN/WAN/Wireless technologies.
  • Comprehensive understanding of the OSI Model.
  • ITIL certified.
  • Cisco certified.

#CustomerOperations

    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.