Specialist Network Technology Support
San Juan, Puerto Rico
Job Description:
This career step requires limited level experience. Responsible for the overall reliability and operations of ATTs Optical, IP Core, Mobility, and other advanced communication technologies. Performs both fault and lifecycle management to deliver platform technical support on a 24X7 basis to include triage, investigation and remediation of acute and chronic issues that span multiple platforms and technology environments. Must understand the End-to-End service to support underlying technologies (VOIP, messaging, wifi, etc.)
Network Support providing tier 2/3 support for troubleshooting and resolving LAN/WAN IP technologies and network connectivity for multiple High profile and Restricted customer accounts. Network technicians have the responsibility to triage incoming issues, determine issue, and resolve them in a timely manner. This includes following Incident Management and Vendor management methodologies, logging all actions and efforts to restore IT services to normal operation. Working in a multi-vendor environment and leveraging Knowledge base to research issues.
Daily Responsibilities:
Overseeing incoming incidents via ticket queue, phone calls or email requests
Working and prioritizing MACD work.
Perform technical PD including remote access logins via pollers and VPN
Respond to reported service outages, identifying the cause, and initiating the incident management process.
Prioritizing incidents according to their urgency and influence on the business.
Follow ITIL change processes
Engaging External Vendors for TAC cases or knowledge base articles when necessary
Collaborating with the cross functional teams to ensure timely and efficient restoral of services.
Logging all incidents progress and resolution, analyze if there are recurring or chronic issues.
Follow and execute incident, problem, requests and monitor change implementation schedules
Communicate status and updates directly to customer and involved teams
Communicating with upper management if major issues are found
Work on call rotation and perform MACD during customer windows.
Key Roles and Responsibilities:
FAULT MANAGEMENT
Technical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive); investigation/diagnose network issues, triage and communicate event status and coordinate root cause analysis; mitigate/remediate complex technology fault conditions that span multiple production platforms and environments; implement restoration of service; and may involve the implementation of vendor/IT fixes or design changes.
Solves Tier 2 issues independently and works with additional support teams and vendors as needed.
Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs).
TECHNOLOGY INSERTION AND PRODUCT DEVELOPMENT
Works closely with business partners in a DevOps methodology partnering with Labs, product development, and engineering teams to create process documentation, methods, procedures, and guidelines for current network planning, capacity management and use/test cases during new technology instantiation.
Participates in collaboration sessions with vendors on product capabilities and improvements.
Reviews and interprets technical documentation and vendor specs for inclusion/adaptation into database templates.
May interact with customers virtually or in person to outline or recommend technical solutions for their business or explaining root cause of a network event.
Collaborate with upstream and downstream partners (hardware or software vendors, CTO, engineering, product development, provisioning, etc.) to design and implement custom solutions for internal and external customers and conduct change management procedures.
Develop applications, scripts, and act as system DBA (database administration), building websites, web applications, and internal messaging BOTs while maintaining other key critical software/data platforms.
Knowledge of and the ability to use tools and techniques for analyzing and documenting logical relationships among data, processes or events translating business problems into insights.
AUTOMATION
Perform automation functions through scripting and programming to bring efficiency to support and monitoring functions.
Perform data analysis on platform and or organizational metrics using industry standard analytics and data presentation tools.
Job Contribution:
Technical professional with limited experience.
Working knowledge of technical principles, learning ATT technologies.
Education:
Preferred Bachelors degree in Math, Science, Engineering, Computer Sciences or Operations.
Experience:
Requires 1-2 years experience.
Technical Career Pathway (TCP) role.
Supervisory:
No.
Environmental Requirements:
May be responsible for contributing to ATT compliance with environmental laws and regulations as applicable to its job function.
This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions.
Our Specialist Network Technology Support, earn between $63,700 - $95,500. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups.
And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions.
With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws.
Ready to close the deal on a career with AT&T?
Apply today.
Weekly Hours:
40Time Type:
RegularLocation:
San Juan, Puerto RicoSalary Range:
$63,700.00 - $95,500.00It 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.
Job ID R-51091 Date posted 01/22/2025
Benefits
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- Paid Time Off
- Tuition Assistance
- Insurance Options
- Discounts
- Training & Development
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