Performing network related issues through AOTs / SNOW ticket.
Service restoral and break/fix functions Scope include – Analyze and escalate.
Prioritizing and analyzing the events in the network.
Resolve problems for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.
This involves monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
Customer Call Receipt:
Call receipt (first point of contact for Customers for problem recording)
Customer verification
Call problem validation and documentation
Initial technical problem analysis during Live Call handling
Pro-active Network Monitoring:
Customer Alarm Tracking System alert monitoring and trouble ticket generation
Problem diagnostics
Initial Customer call
Ticket Management:
Update Status in AOTs and SNOW ticketing tools on regular basis.
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.
Skills Required for the Role:
Network troubleshooting/engineering experience
Strong Knowledge Cisco Routers/Switches
Experience in LAN Switching
Exposure to various Network technologies
Very Good Knowledge on LAN and WAN networks
Knowledge on MPLS and Load Balancers
Knowledge on Cisco Routers and Switches
Experience in understanding Cisco Architecture.
Experience in Frame Relay, DS/DS3 & Optical circuits, BGP Routing Protocol, OSPF Routing Protocol, HSRP Routing Protocol, VRRP Protocol Experience in Network Router and Network Switches.
Professional Skills:
Excellent communication skills (verbal & written, technical & interpersonal)
Excellent telephone manner
Excellent problem-solving skills
Professionalism at all times
Excellent time management skills
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
Ability to work well in a team.
Required Years of Experience: 1-2 Years.
Education: Any Graduates/Diploma in technical Discipline.
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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