What you’ll be doing...

Provide technical and administrative support including but not limited to Incident, Change and Problem Management for Verizon’s Global Solutions Organization. This organization supports managed networks for more than 4,000 commercial customers worldwide providing a broad range of services including WAN/LAN, SD-WAN, virtualized networks, security, physical/logical network and premises equipment and unified communications. Primary duties include performing initial assessment, classification and/or diagnosis of network alarms, customer requests and network issues; taking appropriate actions to address and resolve; and providing timely information back to customers regarding the status and resolution of their issues. Additionally, this position requires management of incident and change queues toward resolution, escalating issues as required. This may require engaging and directing network management, field support personnel, tier 2 organizations, third-party resources, service teams and other support groups as required in accordance with organizational processes to ensure timely and effective resolution.

  • Assess and take action to resolve incoming proactive network alarms as well as incident reports and service requests from customers.
  • Engage and direct support teams as required to assist in resolution, escalating issues as required to ensure appropriate focus.
  • Document all steps performed as issues progress toward resolution while updating customers with ongoing status in accordance with established procedures.
  • Prioritize workload across various queues to maintain appropriate service levels.
  • Consult and provide inputs to organizational knowledge bases to maintain procedural effectiveness.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree in Computer Science, Information Technology or Data Analytics or one or more years of work experience.
  • Customer Service and/or Call Center experience.
  • Knowledge of Microsoft Office Suite.

Even better if you have:

  • A degree.
  • Familiarity with key technologies and disciplines to include routers, software defined networking, virtualized networks, IP Voice/collaboration services, OpenStack/OpenFlow, firewalls, coding (such as Python, Ruby, C#/C++, ASP.net).
  • Strong leadership skills with a team-oriented focus.
  • Excellent critical thinking, organizational and analytical skills.
  • Strong interpersonal and written/verbal communication skills.
  • Demonstrated analytical and administrative skills.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

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