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...

When there are network outages or service issues, you’ll be there to triage the situation, solve the problem or find higher level technical support who can. You will support core systems such as the FIOS Voice and Data Team and the Passive Optical Network. Your role providing Tier 1 support and network surveillance will keep things running smoothly and change the way that our customers live, work, and play.

  • Monitoring switch and data network elements and responding to network alarms and events.
  • Performing initial trouble triage and resolving and/or escalating issues.
  • Communicating technical information and issuing status to customer service centers, technical support organizations and management teams.
  • Generating, managing and updating problem-tracking tickets, flash notifications and escalations.
  • Providing timely and accurate network information to management and other groups during network events and major outages.
  • Answering phone calls, working assigned tickets in vRepair, and monitoring S2i/Surveillance system.
  • Troubleshooting issues that support Verizon’s Fios Video product. This includes support of layers I – III devices in support of FIOS suite or products including voice, data, and video.
  • Using software to solve outages remotely, or work with COTsat remote locations to fix outages.
  • Working on all networks and systems that get the video signal from the SHE (Super Head End), to the VHO (Video Hub Office), to the VSO (Video Serving Office).
  • Fixing PEG (public education and government) channels.
  • Working on EDFA (Erbium Doped Fiber Assignments) and BMR’s (Broadband Multimedia Routers).
  • Partnering closely with outside field teams to resolve outages within the Verizon Central offices or outside plant.

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...

Being the first one to encounter and solve a problem is enjoyable to you. You’re great at following an established process or procedure to complete tasks. Experience navigating and working well at all levels in a fast-paced, ever-changing network environment. You are dependable and enjoy supporting the rotational needs of a technical support environment.

You’ll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Willingness to be on call for some weekends and to work on shifts as per the requirement.

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

  • A master’s degree.
  • Strong PC skills.
  • Microsoft Office and Google Suite experience.
  • NOC/call center experience.
  • Knowledge of vRepair/Remedy ticketing system.
  • Knowledge of telecommunications equipment and technologies- Telephony Switching, Data Communications and Network Routers.
  • Ability to function in fast-paced collaborative environment.
  • Communicate with co-workers at remote locations to complete job functions.
  • Experience updating ticketing system with information that occurs on repairing customer service.
  • Understanding of RF (radio frequency) technology.
  • Problem solving and troubleshooting skills.
  • Ability to work in a team and collaborative environment.
  • Strong interpersonal, verbal, and written communication skills.
  • NOC (Network Operations Center) trouble shooting experience.
  • SONET ring/DWDM background.
  • Understanding of LAN/WAN.
  • CCNA (Cisco Certified Network Administrator).
  • JNCIA or CCNA.

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.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. 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

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.