What you’ll be doing...


  • This position requires applied knowledge of established procedures, policies and best practices.
  • Candidate should have knowledge of 7 layers of OSI model and should be able to troubleshoot simple incidents involving first four layers.
  • Receive, log, monitor and update incident and problem tickets from customers, both internal and external.
  • Monitor the progress of all ongoing incidents and update the customer and internal groups when required.
  • Perform initial troubleshooting and diagnosis of all enterprise security device incidents.
  • Daily Incident Management responsibilities will include; troubleshooting incidents, participating in incident calls, updating incident tickets, research incident as required and escalating to Tier 3 or Management as required.
  • Candidate will have responsibility of taking ownership of assigned tasks, resolve tasks within assigned shift or correctly transition incident to oncoming shift if not resolved, track task to resolution.
  • Work with the various enterprise security device manufacturers to resolve complex incidents, replace defective hardware and receive software patches/fixes to resolve incidents.
  • Work with Tier 3 resources as required to resolve complex incidents.
  • Individual should be capable of using vendor provided tools, log files, Verizon provided tools/scripts, etc. to resolve incidents.
  • Utilize any and all available reference material to resolve incidents as required.
  • Technical knowledge of enterprise security devices; Firewalls, Load Balancers, Application Proxy servers, Web Application Firewalls and Enterprise management tools such as Provider-1, NSM, BlueCoat Director, etc.
  • Should be able to interpret, operate, configure and troubleshoot firewalls, load balancers, remote access, and application proxies at a basic level.
  • Position requires regular attendance on incident calls, review and understanding of documented processes, ability to update process documents, provide peer-to-peer training and interaction with high level Verizon and customer managers.
  • Required to give presentations via training sessions, web pages, or 1-on-1 training to peer engineers.
  • Position requires Change Management participation to include; create/update/close change request, review submitted change form, stage/implement change and troubleshoot failed changed.
  • Create personal performance objectives/goals to align with corporate objectives.
  • Create, distribute, and evaluate network management performance reports.
  • Problem Management familiarity to assist in this process.
  • Familiar with the Root Cause Analysis (RCA) process to assist with documenting RCA's.
  • Basic Capacity Management knowledge to assist with this process.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.
  • Knowledge of firewall functionality. This includes but is not limited to: Palo Alto, CISCO ASA, Checkpoint, Juniper (SRX, ISG, NetScreen, etc.), Fortinet, etc.
  • Knowledge of Caching/Proxy/AV devices. This includes but is not limited to: Bluecoat, Cisco, NetCache, etc.
  • Knowledge of Global/Local load balancing devices. This includes but is not limited to: F5 (LTM, ASM, 3DNS), Cisco CSS, Alteon, Redline, etc.
  • Knowledge of VPN devices. This includes but is not limited to: Juniper, Cisco, etc.
  • Knowledge of SSL devices. This includes but is not limited to: Alteon (Accelerators), Juniper, etc.
  • Knowledge of Enterprise Management tools. This includes but is not limited to: Provider-1, Enterprise Manager, CSM, etc.
  • Knowledge of industry trends in all areas of Information Security.
  • Experience working in 24x7 centers with complex, mission-critical, high transaction, high availability environments.
  • Knowledge of networking technologies, e.g. Cisco routers and switches.
  • Basic Linux/Unix skills.
  • Knowledge of Internet protocols such as UDP, ICMP, DNS, SMTP, POP, HTTP, and SNMP.
  • ITIL Certification (orobtain within first month of hire).

Even better if you have:

  • A degree or Master’s Degree.
  • Two or more years of relevant work experience.
  • Three or more years of experience in working with TCP/IP, Ethernet networks and troubleshooting tools (tcpdump, trace, etc.).
  • Ability to multitask, prioritize and resolve urgent issues.
  • Ability to effectively interface with customer employees, Program Office employees, other Verizon employees and Senior Management.
  • Ability to provide critical information in a clear, concise and quick manner.
  • Ability to work in a fast paced multi-faceted environment.
  • Strong verbal and written communication skills and have the ability to work in a team environment.
  • Checkpoint CCSA/CCSE.
  • Juniper Certification (JNCIA-FWV).
  • F5 Essential/Advance Certifications.
  • Proxy Certifications (BlueCoat, Redline, NetCache)
  • Cisco Security certifications.
  • Cisco Network certifications.
  • Palo Alto certifications.
  • Fortinet certifications.

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.