Application Support Engineer

Rolling Meadows, IL

When you join Verizon

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...

The IoT Service Management team is responsible for availability, reliability, performance and capacity of IoT applications and end-to-end IoT services. The IoT Availability group within this team is responsible for centralized trouble-shooting of highly complex IoT service and application issues to ensure high availability and reliability of the service to our customers. The team manages and resolves issues generated from automated alarms, customer facing Support teams and internal Product and Development teams. Utilizing their knowledge of IoT service architectures, call flows, support models and processes they analyze the issues to either resolve them or engage and coordinate amongst internal SME teams as needed to assist with issue resolution. All issues are tracked and managed to resolution to meet service level targets including escalation as needeed

Provide operational support in the development, analysis, and maintenance of systems, software, processes, products or equipment.
Receive and respond to automated alerts and requests from Tier 1/Tier 2 Operations and customer facing Support teams, Product teams and Development teams to resolve complex IoT service issues.
Utilize knowledge of IoT service architectures, call flows, support models and processes to engage SME teams as needed to assist with issue resolution.
Track and manage IoT issues to resolution to meet service level targets.
Provide timely and accurate notification and updates to both management and other internal groups during service impacting events and major service outages.
Collaborate with teams to identify bugs and enhancement opportunities in systems, applications and software processes supporting IoT services and applications.
Assist in the deployment and test/validation of software fixes and releases.
Create and maintain knowledge base data and Return-To-Service (RTS) documentation used to trouble-shoot and resolve IoT service and application issues.
Create training documentation and perform training for Tier1 and Tier2 operations and customer facing support teams to effectively troubleshoot and resolve IoT customer issues quickly without the need for escalation.

Where you’ll be working...

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

What we’re looking for...

You'll need to have:

Bachelor's degree or four or more years of work experience.
Three or more years of relevant work experience.
Three years or more of experience in a tier 2 or tier 3 customer service role.
Knowledge of SQL queries to mine and analyze data.
Willingness to work in a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.

Even better if you have one or more of the following:

A degree
Working knowledge of Salesforce.com Service Cloud – Case management, Create views, Article Management, Content Library and case management.
Experience searching server logs for troubleshooting.
Working experience in Telematics and Machine to Machine technologies
Ability to create and utilize knowledge base and RTS documentation as well as logs, monitoring tools, dashboards, scripting, etc. to quickly resolve service and activation issues or quickly engage SME’s and manage them to resolve the issues

Experience collaborating with experts and teams from functionally diverse groups including operations, engineering, support, and development resources.

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.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. 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.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical, religious, or state law recognized reasons).