What you’ll be doing...

You’ll join the team responsible for supporting the nation’s largest, most reliable network. As a Network Operations Engineer, you’ll respond to customer troubles, ensuring that they are resolved quickly and efficiently. You’ll also take proactive steps to improve our processes, coach team members, and help our customers understand the benefits of our many automation tools. Your role will be critical to ensure we’re able to exceed customer expectations and keep improving every day.

  • Handling customer issues based on assigned tickets.
  • Enlisting other repair organizations or escalating, when necessary, to resolve problems.
  • Documenting and tracking issues, and keeping customers updated regarding the status of their issues.
  • Managing the ticket bucket and call queues.
  • Monitoring quality through evaluation of tickets and calls.

In addition:

  • End-to-End Trouble Isolation and Repair for Voice, Data, Security and Conferencing Products/Services.
  • Support Cisco applications including Cisco Unity Connection and Cisco Unified Communications Manager.
  • Adhere to all SLAs (Service Level Agreements), SLOs (Service Level Objectives), and OLAs (Operational Level Agreements) per each customer’s contractual specifications.
  • Aggressive troubleshooting, problem-solving, and reporting for Tier 1, 2, and 3 support.
  • Prioritizing, investigating, and managing customer inquires and disputes regarding customer services associated with the voice, data, security and conferencing services.
  • Troubleshooting per the seven layers of the OSI model.
  • Initiating and participating in “crises” conference calls with various TPVs (Third Party Vendors), partners and suppliers, customers, and other Verizon staff in order to immediately resolve customer issues, including enabling “work-arounds” to ensure limited customer “downtime.”
  • Utilizing network performance monitoring tools and test equipment to identify and correct impairments on the Verizon Business and customers’ networks.
  • Handling complex problems and problem solve when necessary across various Verizon units and TPVs.
  • Handling and communicating all issues related to Voice, Data, and Security systems for globally for all customers, including incidents, service requests, and change management tasks.

What we’re looking for...

You enjoy the fast pace and urgency needed to manage incidents, and you have no problem juggling multiple priorities. Your empathy and communication skills make it possible for you to diffuse sensitive situations. You take real ownership of customer concerns, and are driven to provide exceptional customer service.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Willingness to work flexible schedules in a 24x7 environment.

Even better if you have:

  • A degree.
  • Experience with ticket handling and escalation management processes and systems.
  • Experience with provisioning and inventory systems.
  • Experience with network performance and analysis. Ideally, with the ability to test circuits and troubleshoot basic network problems.

In addition:

  • A degree in ECE/CoE
  • Engineering experience with Cisco IP Telephony/IP Contact Center.
  • Ability to support Cisco Contact Center and Unified Communications technologies.
  • Excellent Communication and interpersonal skills.
  • Excellent analytical and troubleshooting skills.
  • Customer service oriented.
  • Demonstrates initiative and self-confidence.
  • ITIL certified
  • Cisco certified

#CustomerOperations

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.