Sr Associate Work Center Tech Supt

Job Description:

Overall, Purpose:

• Integrated Service Experience (ISE) Engineer Network Ops will perform a multi-functional maintenance role in support of WAN/LAN, SDWAN, Wireless technologies, performance monitoring and skilled in handling Global customer base.
• ISE Engineer Network Ops will be the point of contact for the network issues proactively detected or reactively called in by the customer.
• To perform this function, a multitude of support centers, vendors, customer, tools, processes, telephone and systems will be utilized to bring the issues to resolution.
• To monitor and analyze system operations, take or coordinate corrective actions, and establish, implement, and maintain service assurance standards to optimize system performance and enhance client satisfaction.
  

Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:

• Technical Issue Resolution: Diagnose and resolve hardware, software, and network problems efficiently.
• System and Code Management: Ensure secure, accurate migration and management of production code assets.
• Documentation and Standards: Document problems, enforce standards, and consult on compliance with development teams.
• Process Improvement: Analyze performance and implement processes for enhanced efficiency and effectiveness.
• User and Team Support: Provide technical support, training, and communication to users and IT staff.

Job Contribution:

• An experienced professional with foundational knowledge, applying company policies to routine issues. Follows standard procedures to analyze data and perform transactional work. Contributes to project fulfillment and organizational objectives, influencing productivity and expenditures. Works under regular supervision with visibility primarily within the department or region.

Supervisor: No

Education/Experience:

• Bachelor s degree (BS/BA) desired.
• 3-5 years of relevant experience.

Roles and Responsibilities:

• Acting as a Tier T1.5 for GCSC Teams.
• 1st responders supporting AT&T GCSC strategic services like Flexware, SDWAN OTT
• Expertise in performing network triage and problem determination
• Knowledge of different types of transport/Circuits -AVPN, AIA, BB, LTE
• Managing the process of Service restoration and break/fix functions, Scope include Analyze and escalate
• Prioritizing and analyzing the events in the network devices
• 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
• Coordinate with other support centers (i.e. external organizations and internal and external business partners) for resolving the incident tickets.
• Escalate ticket according to process based on the established intervals.

Technical Skills:

• Minimum 3-5 years of relevant experience in telecommunications & managed network infrastructure industry
• No less than 3 years of working experience, preferably on customer services interfacing with clients.
• No less than 3-5 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.)
• Knowledge on SDN/SDWAN Viptela, Velocloud, Silverpeak or 128T
• Good knowledge of WAN, LAN & Voice technologies to manage the IT operations
• Good knowledge on various Router, Switches. Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway 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
• Ability to work well in a team

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.