Assoc Engr-Account Svcs

Verizon•Alpharetta, GA

10d•Hybrid

About The Position

The Associate Engineer–Account Services supports customers with specialized managed services, contractual obligations, and custom processes. The role provides real-time incident management by triaging and troubleshooting service issues, identifying root causes, and coordinating with internal teams, external vendors, and clients through resolution. It also provides technical consultation to improve clients’ network connectivity and support services, including event support for highly visible clients such as the NFL, FIFA, NHL, and NASCAR. This 24x7 role may include holidays, overnight shifts, and weekends. It supports client service management, including incident and problem management, ticket handling, maintenance communications, network and equipment monitoring, KPI reporting, and software and firmware maintenance. The position also contributes to projects by monitoring progress, anticipating and reducing risks, and helping business partners meet delivery milestones. The role is hybrid, with work from home and at least three days per week in the assigned office, as determined by the manager. Employees must live within a 90-minute commute of the specified BGCO location. Candidates for Salt Lake City, Utah, and Annapolis Junction, Maryland, must be current WCC employees based at the respective location.

Requirements

Bachelor’s degree or one or more years of relevant experience, demonstrated through work experience and/or military experience.
Must be located within a 90-minute commute of the BGCO location specified in the job posting.
For consideration in Salt Lake City, Utah, or Annapolis Junction, Maryland, must be a current WCC employee based in the respective location.

Responsibilities

Provide direct client support for service management, including incident management, triage, trouble-ticket handling, and coordination of planned and unplanned maintenance communications.
Troubleshoot service-related issues, identify root causes, and coordinate resolution with internal organizations, vendors, and clients.
Provide technical and analytical support using standard or customized protocol analyzers to address difficult issues and support post-sales lifecycle relationships.
Monitor and record progress on activities through full issue resolution.
Provide problem-management support to identify root causes and help prevent future events in partnership with vendors.
Monitor client performance and OnSite LTE equipment, including RAN, core, router, and backhaul equipment; validate and correlate alarms and create and work tickets when appropriate.
Support events for highly visible clients, including the NFL, FIFA, NHL, and NASCAR.
Recommend actions that support successful project completion within a product or functional area.
Work on multiple projects and activities concurrently, monitor progress, anticipate and reduce risk, and influence business partners to meet delivery milestones.
Develop, maintain, and improve the service experience for customers, employees, and partners.
Generate and format custom reports to monitor KPIs across technologies and implement action plans when metrics fall below agreed KPIs.
Schedule and install relevant software before implementation, verify successful installation, and ensure approved device-manufacturer software and firmware are up to date.

Benefits

Medical, dental, and vision insurance
Short- and long-term disability insurance
Basic and supplemental life insurance
AD&D insurance
Identity theft protection
Pet insurance
Group home and auto insurance
Matched 401(k) savings plan
Up to 8 company-paid holidays per year
Up to 6 personal days per year
Paid parental leave
Adoption assistance
Tuition assistance
Potential premium pay, including overtime, shift differential, holiday pay, and allowances
Up to 15 days of vacation per year for newly hired employees, increasing with additional service