Sr Associate Work Center Tech Supt

Job Description:

• Acting as a Tier2 for GCSC Teams.

• 1st responders supporting ATT GCSC strategic services like Business VOIP, CPE devices (Cisco, Juniper, Data Remote), Expertise in Performing network triage

• Knowledge of different types of transport/Circuits -AVPN,AIA,BB,LTE
• Managing the process of Service restoral and break/fix functions Scope include Analyze and escalate
• Prioritizing and analyzing the events in the network

• Engage right group for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.

• Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
• Ticket Management
  • 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.

Technical Skills:-

Minimum 2-3 years of relevant experience in telecommunications managed network infrastructure industry
No less than 1 years of working experience, preferably on customer services interfacing with clients.

Knowledge on WAN/LAN Technologies Cisco, Juniper - Switches, Routers, WLC, WAPs, . Load Balancers, Firewalls, WAN Circuits, Call manager,

VoIP Call Manager skills Cisco, Nortel, Avaya - Call Forwarding, Caller ID s/CNAMs, Hunt Groups, Conferencing features, Time of day routing, Call groups, Call monitoring, audio and/or application-related issues, account issues.

PBX/FXS/SIP knowledge /configurations Cloud PBX, VOIP Configurations Fax, Alarms, Modems, Voice
No less than 1-2 years of hands on experience on Networking / IT infrastructure as an engineer (any of the one listed WAN, LAN, Voice, IT infrastructure, Hosting, Servers, Firewall, NOC etc)
Strong understanding of Voice, Data and IP networks is required.

Professional Skills:-

• Excellent communication skills (verbal written, technical interpersonal)
• Excellent telephone manner
• Excellent problem solving skills
• Professionalism at all times
• 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, 24X7 work environment. Predominently US business hours
• Ability to work well in a team

Weekly Hours:

Time Type:

Location:

It is the policy of ATT 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, ATT will provide reasonable accommodations for qualified individuals with disabilities.