UCC Tier 1 Engineer

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

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. You’ll be responsible for trouble ticket management and 1st line diagnostics of the UCC customer services as well as performing user related changes on their UCCaaS service.You will be working in a twenty four seven shift environment.

• Providing support to customers that have technical problems.
• Documenting every interaction using one of many tool sets provided.
• Advocating for the customer by escalating unresolved issues to the next level of support.
• Monitoring the incident ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed SLAs.
• Maintaining user, customer, and departmental confidentiality at all times.
• Acting as a Technical Owner contact for Service Desk, handling tickets and driving resolution for the appropriate service issues.
• Maintaining a good understanding of customer needs and business.
• Maintaining an up to date knowledge of Verizon products, services and technical issues to enable a rapid solution to customer faults.

Where you'll be working…

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

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.
• Experience operating IP networks / networking (e.g., routing andswitching).
• Fluency in English.
• Experience in a service provider or a service desk environment.

Even better if you have one or more of the following:

• A degree.
• CCNA certification or equivalent.
• ITIL Foundation certification.
• Experience with ticketing software.
• Willingness to work in a flexible working schedule as needed.
• Analytical skills.
• Problem solving ability.
• A Customer focused mindset ability.
• Excellent communication skills.
• A structured work approach ability.

Diversity & Inclusion

We're proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.