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...

You’ll join a team responsible for supporting the nation’s largest, most reliable network as a Tier 1 Engineer. In this role, you are responsible to respond to customer troubles, ensuring that they are resolved quickly and efficiently. Your role will be critical to ensure we’re able to exceed customer expectations and keep improving every day. Other important roles and responsibilities are as follows.

  • Provides end-to-end trouble isolation and repair for managed customer network services.
  • Performs Integrated Operation Center (IOC) functions by proactive network monitoring and driving reactive customer incident report towards resolution.
  • Efficient utilization of network performance tools, testing, record keeping means to identify and correct multitude of impairments prescribed as responsibilities from the customer’s SOW (Statement of Work).
  • Adheres to established service assurance governed by but not limited to the following based on customer contractual specifications: SLAs (Service Level Agreements), SLOs (Service Level Objectives), OLAs (Operational Level Agreements).
  • Substantiates customer correspondence through written communication channels, direct and/or conference calls within established KPIs.
  • Functions as liaison with various TPVs (Third Party Vendors), partners and suppliers, customers, and other Verizon internal/external support groups in order to resolve customer issues including enabling workarounds in mitigating service impact.
  • Perform technical isolation and troubleshooting on the following technologies but not limited to: LAN, WAN, IPT, Security and wireless infrastructure.

Where you'll be working…

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 relevant experience.
  • Three or more years of relevant work experience.
  • Experience with customer communication (verbal and written).
  • Willingness towork various shifts in an operations center requiring 24*7 coverage including nights, weekends, and holidays.

Even better if you have one or more of the following:

  • Excellent analytical and troubleshooting/technical skills.
  • Prior use of a ticket management system to manage workflow (Service NOW, Remedy, etc)
  • ITIL certified.
  • Two or more years of experience with some combination of System Administration, Network or Security support responding to proactive monitoring alarms and reactive incidents with a combination of technical and customer service mindset.
  • CCNA-Voice or CCNP Routing & Switching certification.
  • Familiar with vendor engagement; opening support cases and working vendor engineers on resolutions
  • Strong customer service orientation

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above

Diversity & Inclusion

We're proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.