What you’ll be doing...

  • Coordination of daily operations

  • Assignment of tasks to other engineers and review of their performance (ticketing system, mailbox) to ensure quick resolution of incidents.

  • Review of critical site and high profile tickets to make sure correct steps are being taken and recorded properly & prevent the incidents from further escalation.

  • Compliance with set processes, procedures, metrics, SLA and KPI.

  • Propose/participate in improving the current processes; be involved in creating new processes and procedures.

  • Be level 2 escalation owner.

  • Review the escalated incident, make sure all necessary information is provided by customer and decide clear plan of action.

  • Oversee the escalated incident and make sure it is pushed towards resolution, make sure the resolution party (internal/external) is involved/chased (assist the incident owner when needed).

  • Make sure customer is provided with regular updates.

  • Approve escalation lvl 2 and inform TL/IME.

  • Help with adaptation, training of new team members.

  • Be a point of contact for junior colleagues and provide them with guidance when needed.

  • Work on incidents and drive them to the resolution.

  • Be compliant with set processes, procedures, metrics, SLA and KPI.

  • Propose/participate in improving the current processes; be involved in creating new processes and procedures.

  • Proactively check team's knowledge database.

  • Provide the team with technical training based on the need.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or relevant work experience.

  • Fluency in English (written and verbal).

  • Understanding of networking – routing, switching and wireless technologies.

Even better if you have:

  • A degree.

  • CCNA certification.

  • Strong communication skills.

  • Problem solving attitude.

  • Strong interpersonal skills.

  • Knowledge with SLAs / designs / support models (processes in particular).

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.