Network Operations Engineer (APAC)
- Muntinlupa City, Philippines
- Full-Time Customer Service
- Job # 559167
- Date posted - 2021-03-16
When you join Verizon
Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
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.
- Providing end-to-end trouble isolation and repair for managed customer network services
- Performing NOC functions over proactive network monitoring and reactive customer incident report towards resolution.
- Utilizing network performance monitoring tools, testing, record keeping means to identify and correct a multitude of impairments prescribed as responsibilities from the customer’s SOW.
- Substantiating customer correspondence through written communication channels, direct and/or conference calls within established KPIs.
- Managing all deliverables pertaining to stipulated customer requirements including incidents, service requests, and change management.
Additional responsibilties:
- Performing technical activities for multiple technologies and/or customers.
- Conducting low-level analysis of incidents using basic troubleshooting commands.
- Complying with ISO 9001 and ISO/IEC 27001 standards to meet certificationrequirements.
- Adhering to Verizon's policies such as security policy CPI810.
What we’re looking for...
You enjoy the fast pace and urgency needed to manage incidents, and you have no problem balancing 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 one or more of the following:
- A degree.
- Experience with ticket handling and escalation management processes and systems.
- Experience with provisioning and inventory systems.
- Experience with network performance and analysis.
- Ability to test circuits and troubleshoot basic network problems.
- Written/verbal communication and interpersonal skills.
- Analytical and troubleshooting skills.
- Knowledge of various LAN/WAN/Wireless technologies.
- Knowledge of the OSI Model.
- Cisco certification.
Why Verizon?
Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.
- We are a ‘pay for performance’ company and your contribution is rewarded through competitive salaries, performance-based incentives and an employee Stock Program. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.
- Your benefits are market competitive and delivered by some of the best providers.
- You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.
- We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements*.
- Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.
- You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment.
Your benefits package will vary depending on the country in which you work.
*subject to business approval
Additional qualifications:
- Three or more years of related experience.
- Experiencein line with an Associate level of vendor certification on multiple technologies.
- Experience managing accounts of moderate complexity.
- Experience with ITIL methodology.
- CCNA certification required.
- Experience in Layer 1 and 2 troubleshooting is required (i.e. loop testing, BER testing, RFC testing, etc).
- CCNP certification.
- SDWAN experience.
Moving the world forward together
Our credo is at the core of the
V team culture.
