What you’ll be doing...

You’ll join the team responsible for supporting the nation’s largest, most reliable network. As a Network Operations Engineer, you’ll respond to customer troubles, ensuring that they are resolved quickly and efficiently. You’ll also take proactive steps to improve our processes, coach team members, and help our customers understand the benefits of our many automation tools. Your role will be critical to ensure we’re able to exceed customer expectations and keep improving every day.

  • Handling customer issues based on assigned tickets.
  • Enlisting other repair organizations or escalating, when necessary, to resolve problems.
  • Documenting and tracking issues, and keeping customers updated regarding the status of their issues.
  • Managing the ticket bucket and call queues.
  • Monitoring quality through evaluation of tickets and calls.

Voice Engineer - Client Sevice Assurance

  • Support Cisco IP Telephony/IP Contact Center applications.
  • Support Cisco applications including Cisco Unity Connection and Cisco Unified Communications Manager.
  • Maintain accurate logs of work efforts and keep business partners updated for stats and completion of work request.
  • Utilize the Verizon/Customer ticketing system; communicate in the form of email or phone call, and managing client’s expectations by providing accurate information regarding the current status of the requested task/change in line with procedures.
  • 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.
  • Perform service desk functions which include basic troubleshooting to rule out issues with the network, route tickets to appropriate support groups for a timely resolution on agreed Customer SLA; also includes monitoring ticket queue, manage and validate ticket updates through resolution, including communication with applicable third party vendors.
  • Adhere to customer laid out processes, SLA, LOA and comply to ITIL best practices.

What we’re looking for...

You enjoy the fast pace and urgency needed to manage incidents, and you have no problem juggling multiple priorities. Your empathy and communication skills make it possible for you to diffuse sensitive situations. You take real ownership of customer concerns, and are driven to provide exceptional customer service.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Willingness to work flexible schedules in a 24x7 environment.

Even better if you have:

  • A degree.
  • Experience with ticket handling and escalation management processes and systems.
  • Experience with provisioning and inventory systems.
  • Experience with network performance and analysis. Ideally, with the ability to test circuits and troubleshoot basic network problems.

Also better if you have:

  • Direct experience with Cisco IP Telephony/IP Contact Center.
  • The ability to support Cisco Contact Center and Unified Communications technologies.
  • Knowledge of and experience with troubleshooting Cisco Unity Connection and Cisco Unified Communications Manager.
  • Fluency in English (verbal and written).
  • The ability to multi-task and balance competing priorities.
  • The ability to thrive in a demanding, fast-paced, 24x7 operations support environment.
  • ITIL Foundation and Cisco Certification (CCNA/CCNP) – Collaboration.

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.