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...

• Providing third level, advanced support for customer's Global voice network environment.
• Supporting network incident identification, documentation, escalation and resolution.
• Providing KT and technical support direction to technicians in a Network Operation’s environment to ensure smooth hand-off is consistently provided.
• The scope of support covers Call Managers, Unity, Unity Connection, IM&P, Expressway clusters, Emergency Responder. Troubleshoot and configure CUBE, SIP and MGCP protocols, VOIP dial-peers, route patterns, inter-cluster trunks, SRST and QoS traffic shaping.
• Utilizing a goodunderstanding of underlying Sever infrastructure Computing Infrastructure and monitoring, SAN, EMC Storage, Cisco UCS, Cisco Hyperflex, FCoE, VMware virtualization technologies such as vCenter, Esxi, and Nexus 1000v.
• Performing change requests in accordance with change management process.
• Managing technical escalations with Cisco or other 3rd party vendor’s issues to full resolution and document, share and communicate to Tier 3 team members.
• Providing on-call support functions and ensure technical issues are documented when handed over to other Tier 3 support team members.

What we’re looking for...

You'll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience in Cisco Certified Internetwork Expert (CCIE) Collaboration.
• Experience in supporting and managing Cisco Unified Communication and Collaboration global environments, including troubleshooting and configuring Cisco IPT (IP Telephony) solutions.
• Experience multitasking, prioritizing and resolving urgent issues.

Even better if you have:

• Ability to effectively interface with customer employees, Program Office employees, other Verizon employees and Senior Management.
• Ability to provide critical information in a clear, concise and quick manner.
• Excellent customer service and support skills.
• Strong written / verbal communication.