1st responders supporting AT&T GCSC strategic services like Business VOIP, CPE devices (Cisco, Juniper, Data Remote), Expertise in Performing network triage
Knowledge of different types of transport/Circuits -AVPN,AIA,BB,LTE
Managing the process of Service restoral and break/fix functions Scope include – Analyze and escalate
Prioritizing and analyzing the events in the network
Engage right group for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.
Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
Ticket Management
Work with internal support groups and recommend diagnostic tests based on degree of service impairment.
Access provider management and associated escalations
Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for sectionalization and testing plans.
Escalate ticket according to process based on the established intervals.
Technical Skills:-
Minimum 2-3 years of relevant experience in telecommunications & managed network infrastructure industry No less than 1 years of working experience, preferably on customer services interfacing with clients.
Knowledge on WAN/LAN Technologies – Cisco, Juniper - Switches, Routers, WLC, WAPs, . Load Balancers, Firewalls, WAN Circuits, Call manager,
VoIP Call Manager skills – Cisco, Nortel, Avaya - Call Forwarding, Caller ID’s/CNAMs, Hunt Groups, Conferencing features, Time of day routing, Call groups, Call monitoring, audio and/or application-related issues, account issues.
PBX/FXS/SIP knowledge /configurations – Cloud PBX, VOIP Configurations – Fax, Alarms, Modems, Voice No less than 1-2 years of hands on experience on Networking / IT infrastructure as an engineer (any of the one listed – WAN, LAN, Voice, IT infrastructure, Hosting, Servers, Firewall, NOC etc) Strong understanding of Voice, Data and IP networks is required.
Professional Skills:-
Excellent communication skills (verbal & written, technical & interpersonal)
Excellent telephone manner
Excellent problem solving skills
Professionalism at all times
Highly skilled in the use of PC systems and applications
Ability to work well under pressure, set priorities and make well-considered decisions
Drive, enthusiasm, initiative, commitment and self-motivation
Resourcefulness and flexibility, 24X7 work environment. Predominently US business hours
Ability to work well in a team
Weekly Hours:
40
Time Type:
Regular
Location:
Bangalore, Karnataka, India
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
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