Roles and Responsibilities (24x7 Work Environment with Predominantly US Business Hours)
Acting as Tier 2 support for AT&T Business Network Solution Team.
Prioritizing and analyzing the alerts and events in the network
Handing incoming calls from AT&T customers, ISPs & other AT&T work centers.
Advance technical knowledge of troubleshooting, configuration & maintenance of complex network infrastructure (Wired and Wireless).
Hands on experience of Network Performance Monitoring Tools and Dashboards like Meraki, Aruba, Rukas, Service Now, Salesforce etc. while leveraging tools used for packet capture and monitoring performance metrics.
Understanding on how to troubleshoot issues and configure network devices (switches, routers, virtual machines and cloud-based applications
Handling Aruba, Cisco, Ruckus wireless controller, access points and switches.
Knowledge of performing Incident Triage while acting as first responders as a service desk supporting AT&T Strategic Network Services
Prioritizing incoming incidents based on severity and impact, while implementing quick actionable solutions to resolve incidents or provide a next plan of action.
Knowledge of different types of Transport / Circuits – Ethernet, VPN, Broadband, Fiber based Internet, LTE and 5G and be able to troubleshoot transport issues.
Managing and expediting the process of service restoral and break/fix functions scope includes (Analyze and escalate issues, case handling, providing timely updates, as well as prompt handing critical customer escalations)
Engaging right work group for software or hardware resources when first touch solution is unavailable or there is degradation in performance impacting business.
Knowledge of Monitoring Platforms, Data Capture Technologies and capabilities to quickly analyze, identify reported problems and provide corrective action plan.
Interfacing with higher tier support teams and service management teams to address customer issues and provide corrective service improvement plans.
Ticket Management:-
Knowledge of ServiceNow Ticketing Platform and Salesforce Database.
Updating ticketing systems and tools documenting incident chronology
Managing and facilitating access providers and associated escalations
Negotiate and coordinate with other support centers (i.e. internal and external organizations and AT&T business partners) for sectionalization and formulation of testing plans, while providing end to end support.
Escalate ticket according to process based on the established intervals.
Understanding on MS Teams platform, handling of VOIP calls and Chat support
Knowledge and Skills Required to Perform the Role
Technical Skills: -
Minimum 2-3 years of relevant experience in IT service industry working on telecommunications & managed network infrastructure solutions.
No less than 2 years of working experience, preferably on a customer services interfacing role with exposure to client handing and process management roles.
No less than 1-2 years of hands-on experience on Networking / IT infrastructure as an engineer on WAN, LAN, Wireless, Cloud based Wireless Access Points, Network Servers and understanding of handing a NOC model of Network Incident Handling etc)
Knowledge on troubleshooting Aruba, Meraki, Ruckus, and SIM based Routers / Modems (LTE / 5G)
Proficient knowledge of WAN, LAN and Wireless Technologies and manage services within an IT operation Organization.
Understanding of Network protocols, Routing, Switching, Wired and Wireless Technologies, Access Points, WAN Circuits, Call managers, Secure Internet Gateways etc and Strong understanding of IPV4 and IPV6 networks are required.
Knowledge of performing remote troubleshooting of network appliances, deployment and replacement of hardware devices, vendor management practices, maintenance of Ruckus, Aruba, Meraki devices and overall knowledge of handling cloud-based network monitoring tools /applications
Hands on knowledge of RADIUS Services & Cloud based Wireless controllers.
Effective technical coordination skills and knowledge vendor management for network hardware equipment, cloud based virtual servers and effective management of ISP's and other network service providers
Professional Skills:-
Excellent communication skills (verbal & written, technical & interpersonal)
Excellent voice over IP tele conference handing skills and telephone etiquette
Excellent problem-solving skills and ability to work under pressure.
Professionalism at all times and ability to demonstrate positive attitude.
Highly skilled in the use of PC systems and Microsoft applications
Drive, enthusiasm, initiative, commitment and self-motivation.
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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