What you’ll be doing...

The primary responsibilities of the position include:

  • Providing support capability from a systems, network, and application level, extending general knowledge within a dynamically changing customer environment.
  • Using existing and developing analytical skills on general cryptographic technologies to extend beyond local debugging capabilities.
  • Resolving issues resulting in a high degree of customer satisfaction.
  • Adhering to operational processes and procedures as per the existing and continually adapting function of a global support center.
  • Interacting with third-party vendors, both technically and professionally.

Problem Resolution:

  • Providing expert and creative solutions for problems reported on Verizon products to ensure customer satisfaction and productivity.
  • Coordinating escalation of user, product, and support issues among sales, product development, and marketing to ensure timely distribution of knowledge.
  • Replicating customer environments and issues in a virtual test lab.
  • When escalating to engineering is required, providing detailed diagnostic information (e.g., problem origination theories, environment configuration, debugging output, relevant logs and traces).
  • Ensuring regular feedback is provided on problem status to customers.
  • Ensuring feedback is provided to management and relevant development and product management staff when P1 or P2 issues are encountered.
  • Researching, resolving, and responding to complex questions received via Operations Analysts, call hand-overs, callbacks, or escalations from the field, and providing support on electronic services.
  • Researching, developing, recommending, and/or testing diagnostic tools and aids for improving diagnostic capabilities relative to developer tool sets.

Product Review:

  • Coordinating with the development team on the product release process, and to perform quality assurance testing on fixes/patches as appropriate.
  • Reviewing product documentation for new releases.
  • Communicating product enhancement suggestions to product management with due consideration of impact and value.
  • Generating technical and business tips and FAQs via online knowledge base on products, their installation, use, and maintenance.
  • When possible, assisting with product Beta programs for new releases, including site selection, software, and feedback generation.
  • Demonstrating awareness of the impact on relevant product support issues.
  • Working with the development and product management departments to generate training materials and the provision of training to support, sales, pre-sales, and customers as required.
  • Providing technical initiatives as an Operations Analyst.
  • Maintaining data quality on problem management systems and other production systems.
  • Referring sales opportunities identified through customer interface to the sales staff.
  • Identifying and requesting any resource requirements for enhancing developer program software, hardware, or training.
  • Understanding new technologies, and sharing such knowledge with peers.

What we’re looking for...

You’ll need to have:

  • A Bachelor’s degree or relevant experience.
  • Two or more years working in a technical role.
  • Experience with Python.
  • Willingness to work rotating 07:00 to 15:30 Monday to Friday shifts, and weekend on-call rotations.

Even better if you have:

  • A degree.
  • Knowledge of IP v4/v6, Routing, NAT, GARP, OSPF.
  • Knowledge of operating systems (especially Windows and Linux), general databases SQL (Oracle) skills and application integration using MS Auto-enroll.
  • Knowledge of VM aware, vCentre, and vMotion.
  • Familiarity with Java, LDAP’s, PKI, HSM’s.
  • The ability to work effective and drive results in a truly global environment.
  • Diagnostic skill at process and thread handling.
  • Effective customer relations skills.
  • Strong verbal and written communication skills.
  • The ability to work effectively independently and on a team.
  • Effective presentation skills.
  • Familiarity with network security, including Firewalls, SecureID, and relating products (RSA’s Managed One-Time Password).
  • The ability to solve complex problems creatively.

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.