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...

As a Designated Service Desk Engineer, your main responsibilities are:

  • Manage and provide communication updates on incident tickets for both internal and external customers. Updates are communicated via phone, email and ticketing system.
  • Build close working relationships with our internal and external customers.
  • Attend customer calls to discuss on-going/completed incident tickets and provide updates on service improvement plans.
  • Coordinate activities between internal and external resolver groups to ensure that incidents are driven to resolution.
  • Perform Incident analysis, including identification of the source of the Incident and the level of support required to resolve such incident.
  • Initiate and manage escalations in accordance with the escalation level procedures and guidelines.
  • Manage incident related bridge calls to ensure that appropriate resolver groups are engaged and that resolution is driven to an agreed service level target.

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Ability to effectively communicate in English to include spoken communication, professional writing, technical writing and effective email writing.

Even better if you have:

  • A degree.
  • Ability to multi-task and balance competing priorities.
  • Ability to thrive in a demanding, fast-paced 24x7 operations support environment.
  • Willingness to work a flexible schedule, including nights and weekends as necessary in a 24x7 environment.