Military Fellowship - Technical Support Engineer

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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...

This opportunity is for Military personnel who are current participants of the Department of Defense SkillBridge Program or are participants of the Hiring Our Heroes Corporate Fellowship Program Cohort 1-2022.

We are looking for you! Come work with a dynamic and highly skilled team. Our Call Center Technology team provides front-line support services to Bill to Cash call centers ensuring all applications are working correctly and are operational at all times. Our team works closely with GTS Technology (I.T.) and Business Operations partners to ensure the call center agent systems and applications are performing and working as expected. This is an opportunity to improve your problem troubleshooting knowledge and grow your technical skills working as Tier-1 support.

• Serve as a front line support contact of end-user issues with systems, applications and technology.
• Provide day to day technical support.
• Triage support tickets based on severity level and urgency.
• Maintain communication with call center agents and supervisor on progress of assigned case.
• Build trust and elicit problem details from supervisors and agents
• Perform root cause issue analysis and documentation.
• Utilize AYS (ServiceNow) ticketing system.
• Notify manager of critical system or application issues and escalate as needed to drive to resolution.
• Manage new employee hire onboarding and termination procedures.
• Own and track assigned team issues using ticketing system.
• Ensure remote agent desktops are setup correctly and applications are working.
• Maintain team corrective action processes and documentation with knowledge management and issue tracking.
• Serve as single point of contact for assigned tickets and areas of expertise.
• Build and maintain strategic relationships with business unit leaders and key operations team stakeholders.
• Builds and maintains strategic relationships with key IT partners.
• Investigate and troubleshoot reported issues and champion escalations with GTS and technology partners on behalf of the business.
• Be proactively responsive and available for after-hours support of production systems.
• Flexible and able to work an assigned shift during normal support hours of 7am to 8pm ET Monday through Friday.
• Provide support as an “on-call” point of contact for Call Center Technology Team when assigned after normal hours.

What we’re looking for...

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

You'll need to have:

• Must be a current participant of the Department of Defense SkillBridge Program or of the Hiring our Heroes Corporate Fellowship Program Cohort 1-2022.
• Bachelor’s degree or four or more years of work experience.
• Three or more years of relevant work experience.
• Knowledge of application support and troubleshooting in a call center environment.
• Working knowledge of LDAP.
• Working knowledge of ITIL.

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

• An understanding of theOpen Systems Interconnection Model (OSI).
• ExperienceCisco, AVAYA and or Verint systems.
• Experience with Unified Communications as a Service (UCaaS)
• Demonstrated ability to effectively prioritize and execute tasks in a face paced environment.
• Strong analytical and reporting skills.
• Strong interpersonal communications skills.
• Strong organizational, time management and prioritization skills.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. 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.