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.
  • Provides end-to-end trouble isolation and repair for managed customer network services

  • Performs NOC functions over proactive network monitoring and reactive customer incident report towards resolution

  • Efficient utilization of network performance monitoring tools, testing, record keeping means to identify and correct multitude of impairments prescribed as responsibilities from the customer’s SOW

  • Adheres to established service assurance governed by but not limited to the following based on customer contractual specifications:
    • SLAs (Service Level Agreements)
    • SLOs (Service Level Objectives)
    • OLAs (Operational Level Agreements)
  • Substantiates customer correspondence through written communication channels, direct and/or conference calls within established KPIs
  • Functions as liaison with various TPVs (Third Party Vendors), partners and suppliers, customers, and other Verizon internal/external support groups in order to resolve customer issues including enabling workarounds in mitigating service impact

  • Overall management and communication of all deliverables pertaining to stipulated customer requirements including but not limited to: incidents, service requests, change management, responsibilities

  • Leads and/or participates in initiatives and projects that are gearing towards continuous improvement

  • Support provision for global operations environment working on 24x7x365 enterprise

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.
  • Excellent written/verbal communication and interpersonal skills
  • Excellent analytical and troubleshooting skills
  • Customer service oriented
  • Demonstrates initiative and self confidence
  • Knowledge on various LAN/WAN/Wireless technologies
  • Comprehensive understanding of the OSI Model
  • Bachelor’s degree holder, ECE/CoE preferred
  • ITIL certified
  • Cisco certified is a preference

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.