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.

DUTIES:

TICKET MANAGEMENT:
•Work on tickets that are assigned by automation or manually assigned by the shift lead or peer regardless of priority especially the ones that are escalated of being asked to do so.
•Ensure assigned tickets are managed appropriately, not letting tickets clock unnecessarily.
•Provide timely and quality update customer base on 5W or ENOC W through the ticket and phone call
•Request and provide timely value based escalation
•Update and provide hourly or when new update is acquired a status comment in the ticket
•Review and analyses of historical data about UROS and RFR missed opportunities


INCIDENT MANAGEMENT:
•Ensure due diligence in triaging incident
•Accountable to drive UROS and RFR reduction
•Collaborate with peers to ensure proper turnover and sharing of knowledge about incident and best practices.
•Accountable and urgent in resolving incident.

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.

QUALIFICATION:
•Minimum 3 years of solid experience in Telco and IP Network including vendor equipment and application such CISCO, JUNIPER, TELLABS, ARUBA, any Security device, Microsoft, Linux etc.
•Must be at least a CCNP
•Must be at least a certified ITIL Foundation
•Must have strong knowledge and experience in IP Networking and switching and routing troubleshooting
•Must have very good knowledge and experience in programming and database administration
•Must have demonstrated a solid networking project skills
•Must have demonstrated a solid circuit testing and troubleshooting skills
•Must have a strategic thinking and analytic skills
•Has very good presentation skills and with high confident delivering report in bigger audience.
•Currently residing within 20 Kilometers radius away from the center
•Very good track record of attendance
•Very good track record of punctuality
•Willing and able to work in a 24/7 pressured work environment
•Willing and able to work during weekends and holidays
•Proficient in written and verbal ENGLISH communication
•Highly motivated and oriented to deliver results

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.