Network Assurance Engineer

Verizon•Ashburn, VA

19d•Hybrid

About The Position

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

Requirements

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)

Nice To Haves

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)

Responsibilities

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