As part of the Network Services and Repair Unit day-shift team, provide high quality technical support to Verizon Business's customer base by performing fault identification, diagnosis and correction on customer reported faults and technical requests.

Provide a quality of service to customers to meet contractual SLA's.

Performs fault identification, diagnosis, resolution and corrective actions for all priority trouble tickets. Is available on the telephone to respond to queries from customers, other teams or 3rd parties when not engaged on trouble ticket analysis which could not be otherwise interrupted.

Meet defined quality standards set by Senior Management and performs at an acceptable / defined level for this grade of engineer, includes but not limited to Ticket Quality, Productivity and Performance Targets as detailed by Mgmt.


Demonstrates very good knowledge in either Cisco and Juniper routers and switches, TCP/IP networks, MPLS, Ethernet and leased line troubleshooting and configuration or two or more major transmission platforms.

 In particular, transmission skills and knowledge of one or more of the following equipments would also be desirable: Ciena AF6500/OME6500, Fujitsu 9500/7120, Ericsson OMS860/870.

Includes, but not limited too: Daccs 1/0 4/3/1, TCP/IP networks, PDH/SDH/OTN , Ethernet, DWDM, OTN, QoS.transmission.

Has obtained - recognized / related qualifications for such a role.



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