What you'll be doing...Our customers are at the heart of our business and are one of our key strategies. Within the Global Customer Operations (GCO) business unit, we are trusted by our customers to deliver fantastic service, technology and innovation that will enable their business to thrive. Every person within the GCO has a responsibility to deliver and keep pushing the boundaries for our customers.
When a customer has a problem, you'll be the one to help them out (even if it means getting a little creative), and if you can't fix it, you'll find someone who can. You'll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience. The primary responsibilities associated with the position include providing technical support to the National Basketball Association (NBA) customer who are experiencing problems with their network. You will be a key resource during live NBA games to ensure the network is working properly and resolving any outages quickly to provide a premium viewing experience.
This shift is Wednesday through Saturday 9:30 p.m. - 7:30 a.m. and includes working holidays that fall within your shift. In this role you will...
- Maintain devices in customer networks
- Document every interaction using one of many tool sets provided
- Advocate for customers by escalating unresolved issues to the next level of support
- Monitor ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs)
- Maintain user, customer, and departmental confidentiality at all times
Where You'll Be Working...In this hybrid role, you must reside within a commuting distance to our Ashburn, Virginia location. Your work will include 3 days in the office and 2 days at home.
What we're looking for...You exemplify values of integrity, accountability, respect, and excellence in all your work. 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 one or more years of relevant experience required, demonstrated through work experience and/or military experience.
- Two or more years of experience in networking (e.g., routing, switching, and wireless technologies)
- Two or more years of experience troubleshooting with remote technicians
- Must be able to work Wednesday through Saturday 9:30 p.m. - 7:30 a.m. and includes working holidays that fall within your shift.
- Willingness to ship equipment to NBA arenas (Must be able to lift at least 30lbs)
- Willingness to work in 24x7 environments (including weekends, nights, and holidays as necessary)
Even better if you have one or more of the following...- Cisco, CompTIA, or Juniper certification (e.g., CCNA, JNCIA, Network+)
- Experience in the Television Broadcast realm
- Experience dealing with and troubleshooting Evertz / Appear equipment
- Experience with monitoring and orchestration platforms similar to MagnumOS, Vista Link Pro
- Experience with enterprise data logging platforms (e.g., Elasticsearch, Grafana, Kibana, Splunk)
- Experience with ticketing systems
- Experience in a service provider or a service desk environment
- Understanding of fiber optic technology, terminology and troubleshooting
- Understanding of ITIL methodology
- Understanding of video transport and common associated compression methods, codecs and protocols (e.g., j2k, JXS, SRT, H264)
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" qualification listed above.
Where you'll be workingIn this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
Scheduled Weekly Hours40
Benefits and CompensationOur benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.
The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $77,500.00 - $127,000.00.
