Associate Engineer-Account Svcs

Verizon•Alpharetta, GA

11d•Hybrid

About The Position

As an Associate Engineer Specialist-Account Services, you will be 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.

Requirements

Bachelor's degree or one or more years of work experience.
One or more years of relevant work experience.
Experience in G Suite; including Docs, Sheets, Slides.
Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.

Nice To Haves

Certification in Google AI, Service Now (CSA, CAD, CIS-ITSM, CIS-CSM, CIS-HRSD, CIS-SIR), Network+, A+, Cisco, and/or PMP.
Experience managing highly complex accounts.
Experience in WCC Technical Support, Ordering & Onboarding, Global Enterprise Advisor, Public Sector, or IoT
Experience with Ticket Management
Experience working with the following systems: ACSS, VIP, vRepair, Remedy, Service Now, B360, ECPD/EWI, (WFM) workflow manager, Salesforce.
Experience with meeting deadlines, completing important time sensitive tasks, adapting quickly to last minute changes, and managing multiple tasks simultaneously.
Experience with developing and implementing innovative strategies that result in the successful achievement of critical business objectives.
Experience with facilitation and communication across all levels of the organization, including collaborating across teams in an ambiguous environment.

Responsibilities

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.
Ensure approved device manufacturer software and firmware are up to date.