The Global Tier 3 (GT3) Engineer is responsible for evaluating and resolving customer's most complex issues which might involve working directly with the customer, vendor, and other support groups within AT&T. Engineer must be able to dynamically multitask on diverse issues and work in a fast-paced SLA driven environment providing last level support for AT&T customers for all service lines across the globe. Although this position is focused on the Tier 3 support component of GT3 work, engineer must be able lead technical project work and network architecture development.
Roles and Responsibilities:
GT3 Engineer will work tickets from various ticketing systems. Tickets come in from all Tier 2 organizations around the globe and relate to generally complex faults that could not be resolved at Tier 1 and Tier 2 levels. Tickets are assigned automatically according to severity and engineer profile. Tickets require in-depth technical knowledge, critical thinking, and a rigorous approach to problem determination. Engineer is responsible to own the ticket through to resolution.
This requires:
Expert level problem diagnosis skills, examining network environments and applying knowledge and skills to determine root cause.
Direct customer contact to progress problems.
Engaging other Vendors & AT&T organizations.
Organizing and participating in conference bridges to resolve problems.
Driving vendors - notably TAC - to identify bugs and provide workarounds to live customer issues.
Creating and documenting Action Plans to drive problems to closure.
Capability and willingness to learn new technologies and ability to apply gain knowledge.
Key Competencies and Skills:
Detailed knowledge and significant working experience with at least one of the following areas:
Broadcom, Cisco and HPE Aruba (VeloCloud, Viptela and SilverPeak) SD-WAN
AT&T FlexWare
Routing protocols: BGP, OSPF
QoS, IPSEC/VPN, MPLS, Voice/IPT, WAN acceleration, Load balancing, FW
Ability to analyze packets captures and protocol traces.
Cisco and Juniper configuration and troubleshooting in enterprise & Cloud LAN/WAN/Datacenter environment.
Working hours: EMEA
Location: Brno, CZ
Compensation:
Salary starting from 91,000 CZK gross monthly.
The actual offered salary may be considerably higher based on your skills, knowledge and experience.
Premium Medical Services (available also for family members for a reduced price).
Wellness & Leisure time contribution (Benefit Plus).
MultiSport Card from your leisure points.
Sickness Compensation Plan
Pension Plan contribution
Vacation 25 days
Service Anniversary Scheme (Extra days off and Non-monetary bonus)
Family Friendly Benefits
Volunteering Day
Employee Assistance Program: Free psychological, legal and financial counseling.
International Employee Referral Program Various discounts
Weekly Hours:
40
Time Type:
Regular
Location:
Brno, Jihomoravsky kraj, Czech Republic
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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