Sr Associate Work Center Tech Supt

Job Description:

To proactively manage and monitor network performance on customers network round the clock(7x24) to meet customers Service Level expectations.(Predominantly around 80% Shifts are in US Business hours and late US business hours)

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.

Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs).

Conduct root cause analysis on network fault

To effectively manage ISP s and equipment vendors

To articulate well with customers technical and management staff on network issues (ex. Fault reporting, Status updating and Handling escalation)

Acting as single point of contact (SPOC) to ATT customer for problem reporting

Taking care of incoming calls from ATT customers, ISPs, and counterparts of other ATT Centers

Performing problem isolation and resolution, including verifying ATT services, working with ISPs for circuit related issue and carrying out internal external escalation

Scheduling testing tasks with ISPs, customer site personnel and other ATT support centers.

Facilitating direct communication among customer, ATT and suppliers by establishing conference meeting
updating ATT problem ticketing systems and other operation related tools

Requesting and Interfacing with ATT Tiered supports and Service Management to address customer issues.

Required Skills, etc.:

Diploma in Information Technology/ Computer Engineering/Telecommunications or Equivalent
Minimum 4 maximum 6 years related experience in telecommunications industry and General knowledge in WAN.

CCNA Certified required and preferred CCNA Routing and Switching certifications.

No less than 4-6 years of working experience, preferably on customer services interfacing with clients. The daily operation is mainly on phone and computer systems.

Able to attend shift work as per the roster developed by supervisor.
CCNA certification is highly desirable, CCNP is Preferred other certification are optional.

Extensive hands-on experience in managing WAN networks and Cisco routers switches Strong technical knowledge in WAN/LAN networking.

Troubleshooting WiFi issues, Cisco Meraki, Aruba

Good technical knowledge of telecommunication products and services

Good understanding of network transport protocols/technologies such as TCP/IP,SNMP, METRO-E, GIG-E, SINGLE/MULTI MODE FIBER CABLE TERMIINATION MANAGEMENT, E1, DS3, etc.

Independent, self-driven and highly customer focused.

Good Interpersonal skill and able to work well in big team.

Excellent command of spoken and written English.

Excellent knowledge of WAN, LAN, IT infrastructure, and hosting to manage the IT operations
Good knowledge on various Router, Switches. Load Balancers, Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc

Strong understanding of IP networks, Routing protocols, Redundancy protocols is required, ( BGP, EGIRP, OSPF)

Strong understanding of reduce protocols like HSRP, VRRP and GLBP

Strong understanding of Internet and Internet routing troubleshooting

Additional Preferred Qualifications:

Bachelor of Information Technology/ Computer Engineering/Telecommunications or Equivalent

Technical, Certifications, Preferred CCNP -Routing and Switching

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.