What you’ll be doing...

We’ve got more than the industry’s best technology—we’ve got the industry’s best service, as well. When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience.

  • Take ownership of, diagnose, and resolve faults identified on the ECSR networks, from the transport network up to the Services provided.
  • Whenever necessary to quickly resolve issues, escalate faults in a timely fashion to the appropriate resource (Tier II Repair team, manager on duty, operations manager etc.).
  • Drive internal or external groups to provide timely resolution to customer issues in order to exceed both internal and published customer Service Level Agreements, maintaining incident ownership throughout.
  • Ensure all entries in tickets are accurate and concise as well as being clear and professional in content and style. Verbal communication with customers must be initiated in the early stages of the notification and repair process.
  • Work with the Customer to always provide a professional and positive experience. Proactively notify customers of faults within published SLA timelines and maintain dialog throughout the duration of the incident.

What we’re looking for...

You’ll need to have:

  • Knowledge of networking – routing, switching and wireless technologies.
  • Advanced level of English – both written and spoken.
  • Strong analytical skills with demonstrated problem solving ability.
  • Team-player and service focused mindset with excellent communicationskills and structured work approach.

Even better if you have:

  • Cisco certification, such as CCENT or CCNA.
  • Experience in service provider or a service desk environment.
  • Understanding of ITIL methodology.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.