Engineer I-Tech Support

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing..

You will join the team responsible for supporting the internal IT Service Desk of Verizon for a 24/7 operations team. You’ll be a Tier 1 technical expert at IT Service Desk assisting internal employees of Verizon with IT related issues via call/ chat/ tickets, which allows Verizon resources to deliver their duties seamlessly. You’ll create a global standard customer experience to our globally present Verizon employees/ contractors. You’ll gather and develop knowledge of Tier1 with information gathered from your experience in your daily contacts with Verizon internal customers. It’s an evolving world of technology out there – but your knowledge and ideas will help us lead in delivering world class customer experience.

• Responding to customer inquiries through email, phone, and the service portal by providing first level End User support.

• Guiding internal employees of Verizon through Verizon IT technical problem solving process and documenting user’s information in the ticketing system during and after each call accurately.

• Resolving the assigned requests according to the service desk's standard operating procedure

• Escalating issues as needed and maintaining communication with the customer and Technical teams through resolution

• Coordinating with support function teams like command center leads, trainers, quality auditors to ensure Service Level Agreements (SLAs) are met and also to maintain high-quality service.

What we’re looking for…

You love to go the extra mile to deliver customer excellence at your job. You can troubleshoot IT issues to the best of your abilities and bring in new troubleshooting steps to enhance the existing knowledge base. You are able to see the IT trouble through the eyes and words of others, and deliver a quick resolution to resolve the reported issue because you’re excited to get Verizon internal users back online for them to deliver their job responsibilities to serve Verizon customers.

You’ll need to have:

• Bachelor’s degree or one or more years of work experience.

• One or more years of international technical service desk experience.

• Good communication and call handling experience.

Even better if you have:

• ITIL Certification

• Knowledge of Servicenow/Agent Workspace tool.

• Two or more years of international technical service desk experience.

• Experience in working with US/ UK specific technical support projects.

• Excellent communication, written and customer handling skills.

• Flexible to work on 24/7 shift time.

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 working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.