What you’ll be doing...

We’ve got more than the industry’s best technology—we’ve got the industry’s best service as well. When a customer has a problem, you’ll be the one to support them by managing the incident to ensure a speedy recovery (even if it means getting a little creative). You will receive full support in terms of training to be able to do so and your colleagues will always help you out should you get stuck. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience.

  • Being a technical escalation point for First and Second level teams during complex incident troubleshooting.
  • Focusing on effective problem management and diligent quality checks.
  • Owning customer’s specific documentation required within operational team and for internal training purposes.
  • Identifying service improvement opportunities and driving those forward with relevant stakeholders.
  • Reviewing of problem/chronic incidents.
  • Troubleshooting, classifying and correlating network incidents and problems on Tier 2 level.
  • Joining conference calls to assist customer change or testing activity.
  • Writing RCA and other reports and assisting the Service Manager.
  • Providing updates to the customer and responding to requests for information.
  • Join the Tier 2 on-call rotation with the other Tier 2 engineers to provide 24x7 on-call service.
  • Becoming the operational technical expert for a complex and bespoke managed network solution.
  • Providing a key trusted business partnership with our customer.
  • Providing technical and service related training to Tier 1 engineers.

What we’re looking for...

You exemplify values of integrity, accountability, respect and excellence in all work you carry out. You’re organized, detail oriented, team centric and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.

You’ll need to have...

  • Bachelor’s degree or relevant work experience.
  • Product and service level knowledge of IP, Data, Transmission technology.

Even better if you have...

  • Degree / equivalent qualification or equivalent business experience to demonstrate skills.
  • Structured approach to questioning and adopting logical troubleshooting methodology.
  • An excellent level of presentation skills and ability to represent our organization in a customer facing (internal and external) situation in an effective manner.
  • Ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Understanding and practical use of time/workload management and prioritization.
  • Strong coaching and mentoring skills in order to interact with other engineers.
  • Ability to motivate groups to meet / exceed performance targets.
  • Excellent understanding of business strategy and future intentions.
  • Ability to adapt quickly and effectively.
  • Working knowledge of ITIL methodology.

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.