Assoc Engr-Account Svcs at Verizon in Alpharetta, GA

Job description

When you join Verizon You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What you’ll be doing... As an Assoc Engr-Account Svcs, You will be a part of a team that plays a key role in providing managed support services to customers with specialized solutions, contractual obligations & custom processes. You will provide real-time incident management during service-related issues - triage & troubleshoot to identify the root cause, escalate & engage internal/external vendors until the issue is resolved. You will also leverage their technical expertise to consult on improving the clients’ network connectivity and support services. You will assist with Event Support for highly visible clients such as NFL, FIFA, NHL, NASCAR, ect. This will be a 24x7 position that may include holidays, overnight, and weekend shifts to meet our customer needs. Providing direct support for clients’ service management including Incident management, Triage, Trouble Ticket handling, coordinating planned/unplanned scheduled maintenance communications. Providing technical and/or analytical support to solve a wide range of difficult issues or problems using standard or customized protocol analyzers to ensure post-sales lifecycle relationships. Monitoring and recording progress for all activities until the full resolution of the issue(s). Including coordinating best effort resolution with internal organizations, vendors, and clients. Providing problem management support to detect root causes and mitigate against future events in partnership with our vendors. Monitoring the clients’ performance, OnSite LTE equipment (i.e. RAN, core, router, and backhaul) for alarms. When alarms are detected, they are validated and correlated and if actionable, tickets are created and worked. Making recommendations that aid in the successful completion of projects within a product or functional area. Working on multiple projects/activities concurrently: Monitoring project progress, anticipate and reduce risk, and influencing business partners to meet delivery milestones. Developing, maintaining, and improving the service experience for customers, employees, and partners and represents those interests at all times. Generating & formatting custom reporting to monitor defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs. Scheduling and installing relevant software prior to the implementation of such software, verify successful installation prior to completing the maintenance activity. And ensure approved device manufacturer software and firmware are up to date. Where you'll be working... This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager. To be eligible for this position, you must be located within a 90-minute commute of the BGCO location specified on this job posting. For consideration in the Salt Lake City, UT, and Annapolis Junction, MD, locations, you must be a current WCC employee based in Salt Lake City, UT, or Annapolis Junction, MD. You’ll need to have: Bachelor’s degree or one or more years of relevant experience required, demonstrated through work experience and/or military experience. Even better if you have one or more of the following: If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualificatio