Provide advanced technical support and assistance to a specific customer base, subscribing to a wide range of products and services. Proactively detect anomalies and performance issues, and bring to resolution to the full satisfaction of our customers. Utilize network performance monitoring tools to identify and analyze impairments that may affect services sold. Perform end-to-end trouble isolation and repair on physical and logical layer services p by our customers and devise action plans on more complex issues, as well as oversee the execution of these plans. Utilize test tools and equipment to isolate the cause of impairments on the Verizon Business. LEC, PTT or other provider networks. Interact with Customer Service Centers, Network Management Centers, Verizon Business Operations Groups, LECS, Account Teams and Customers to facilitate isolation and repair of faults in the network within established baseline objectives. Keep customers and management updated on efforts aimed at restoration of their services. Maintain accurate logs of trouble isolation and repair efforts. Serve in leadership functions providing guidance and assistance to other engineers, directing work flow as well as address more complex technical issues.


  • All candidates must be able to work ALL shifts, holidays and weekends in a network operations center environment.
  • Must be able to carry a pager if required.
  • 5-9 years of experience in Network management, customer maintenance, switching terminal or field operations required.
  • Knowledge of transmission principles and at least 3-5 years of IP networking experience.
  • This individual must possess a solid understanding of TCP IP, including sub-netting, routing protocols and the OSI model.
  • Exhibits broad knowledge in additional protocols, VOIP, wireless data, LAN Networking media types such as Ethernet. Exhibits broad knowledge in Network Service offerings such as Frame Relay, ATM, IP/VPN, MPLS and PIP as well as a complete understanding of Wide Area Networking media such as ISDN, T1 etc.
  • Exhibits knowledge in voice technologies. Ability to use specialized diagnostic tools.
  • Strong project management / program management experience and use of the Microsoft suite of products desired.
  • Strong customer service and interpersonal skills required.
  • Demonstrated effective verbal and written communications skills are necessary.
  • Ability to prioritize and multi-task.
  • Cisco IPT knowledge (CUCM, Unity, UCCE). CCNA-Voice certification is preferred
  • Technical degree in engineering, computer science or telecommunications or equivalent is preferred
  • Active certification such as CCNP, ITILv3, and Cisco Voice are preferred.

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.