Specialist Work Center Tech Supt

Job Description:

Support hours

24x7 Work Environment with Predominantly US Business Hours

Roles and Responsibilities

• Acting as a Lead Tier 2.5 for Tier 2 engineer for AT&T Business Network Solution Team.
• Prioritizing and analyzing the alerts and events in the network monitoring tool.
• 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, Ruckus, ServiceNow, Salesforce etc. while leveraging tools used for packet capture and monitoring performance metrics.
• Clear understanding on how to troubleshoot issues and configure network devices (switches, routers, virtual machines and cloud-based applications
• Knowledge of Aruba, Cisco, Ruckus wireless controller, access point & switches.
• Proficient knowledge of performing Incident Triage while acting as a lead of first responders of 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.
• Ability to lead and contribute technically over complex troubleshooting calls

Ticket Management:-

• Knowledge of ServiceNow Ticketing Platform and Salesforce Database.
• Comfortable to lead and work with internal support groups and recommend diagnostic tests based on degree of service impairment.
• Updating ticketing systems and tools documenting incident chronology
• Managing, leading 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 towards agreed deliverables.
• Escalating tickets 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 3-5 years of relevant experience in IT service industry working as a lead on telecommunications & managed network infrastructure solutions.
• No less than 3 years of working experience, preferably on a customer services interfacing role with exposure to client handing and process management roles.
• No less than 2-3 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)
• Proficient understanding and knowledge on troubleshooting Aruba, Meraki, Ruckus, AP, switches and SIM based Routers / Modems (LTE / 5G)
• Excellent knowledge of WAN, LAN and Wireless Technologies and manage services within an IT operation Organization.
• Clear understanding of Network protocols, Routing, Switching, Wired & Wireless Technologies, Access Points, WAN Circuits, Call managers, Secure Internet Gateways etc and Strong understanding of IPV4 and IPV6 networks are required.
• Excellent 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.
• Excellent technical coordination skills and knowledge of vendor management for network hardware equipment, cloud based virtual servers, wireless controllers and skills for effective management of ISPs 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, ability to work and lead team 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.
• Resourcefulness and flexibility.
• Ability to work well in a team.

Years of Experience

5+yrs

Education

BE/B.TECH + CCNC / CMA / ACSA/ ACA / ACMA / ACMP Certified

Weekly Hours:

Time Type:

Location:

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.