Fiber Provisioning & Engineering Support Specialist

Verizon•Woburn, MA

4d•Remote

About The Position

The primary objective of this role is to drive on-time completion and maximize customer satisfaction by managing the end-to-end lifecycle of Fiber-to-the-Premises (FTTP) provisioning, from address creation to real-time field assistance. You will serve as a highly disciplined professional capable of maintaining peak operational velocity in a Work-From-Home environment. You’ll meet challenges with solutions and use your telecom know-how to ensure a seamless experience for our customers. When you join Verizon, you’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in cloud and security solutions, Internet of Things and video entertainment. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Requirements

Availability to work a flexible schedule, including weekends, holidays, and overtime as required by business operational demands.
Must live within 75 miles of the current reporting location for the life of the contract.

Nice To Haves

A related Associate Degree or 2 or more years of outside plant, engineering support, fiber provisioning, telecommunications circuit design, or similar work experience.
Ability to interpret and troubleshoot technical work orders, engineering blueprints, or facility diagrams.
Demonstrated ability to manage high-volume, deadline-driven workloads in a fast-paced or decentralized environment.
Experience in real-time technical support, specifically identifying and resolving database discrepancies or 'Tech in Field' escalations.

Responsibilities

Monitor engineering worklists and pending facility queues, ensuring real-time data integrity by updating codes and documenting work orders across all provisioning systems.
Generate technically detailed facility tickets to facilitate rapid engineering resolution, prevent downstream delays, and ensure "First-Time Right" installations.
Execute precise order movement across systems, ensuring 100% database accuracy and inventory readiness to support seamless migrations to high-speed fiber.
Serve as the primary point of contact for field technicians, providing real-time diagnosis of outside plant issues, database discrepancies, and complex technical roadblocks.
Manage field-initiated and supervisor-escalated tickets with a 24-hour turnaround, treating critical issues as high-priority opportunities to restore customer confidence.
Achieve 100% same-day turnaround for network address build requests and offer proactive alternative solutions when standard procedures fail to meet customer due dates.
Provide proactive completion confirmations to engineering teams and maintain service-level agreements by adhering to call distribution system guidelines.
Exercise independent judgment to resolve complex provisioning challenges, navigating technical roadblocks using available digital resources and documentation.
Maintain a flexible work schedule, including standard weekday tours, weekends, holidays, and overtime, to support business continuity and operational demands.