When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

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 incidents and service requests for Managed Services customers, in accordance with the published working practices documentation.
  • 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.
  • Provide written and verbal communication to customers and colleagues and ensure this is of a high professional standard.
  • Ensuring that entries in tickets are in accordance with published guidelines and that they are accurate and concise as well as clear and professional in content and style.
  • Implement standard changes for Managed Services customers, in accordance with the published working practices documentation.
  • Provide on the job training to other colleagues when requested, while continually keeping yourself up to date on new products, technologies, systems and processes in order to maintain a high level of knowledge within EMS.
  • Comply with ISO9001 and ISO27001 standards to meet certification requirements and adhere to Verizon's Code of Conduct as well as EMS and Verizon policies, such as security policy CPI-810.
  • Manage escalations, including coverage of the Duty Manager Mailbox & Duty manager phone, as well as producing escalation handover report. Coordinate with the team leaders and other senior engineers to ensure 24x7 coverage. Own and work escalated tickets.
  • Proactively identify incidents which are taking too long to resolve or are not progressing well, preferably before the incidents become escalated. Develop a comprehensive plan to resolve the issue, escalating to Tier 2 when necessary.

Where you'll be working...
This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

What we’re looking for...

You exemplify values of integrity, accountability, respect, and excellence in your work. You’re organized, detail oriented, team centric, and have a keen sense of urgency in resolving problems, while maintaining a focus on the customer at all times. You are customer focused and understands the importance of exceeding customer expectations.

You’ll need to have:

  • Bachelor's degree or relevant work experience.
  • A product and service level knowledgeof supported products.
  • Knowledge of the underlying IP, data and transmission technologies, including network and routing protocols, QoS and WAN technologies.
  • Experience troubleshooting Cisco and Juniper network devices.
  • Fluency in English.

Even better if you have:

  • Technical University degree.
  • CCNA or similar certification.
  • Ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Ability to work in a fast paced, dynamic environment.
  • Ability to adapt quickly and effectively to new processes, systems, products and technologies.
  • CCNP or similar certification.
  • Experience in working in a network or technical customer services environment.
  • ITILv3 certified or demonstrated working knowledge of the ITIL framework.