Job Description:

Support hours

24x7 Work Environment with Predominantly US Business Hours

Roles and Responsibilities

• Acting as Tier 2 support for AT&T Business Network Solution Team.
• Prioritizing and analyzing the alerts and events in the network
• Handing incoming calls from AT&T customers, ISPs & other AT&T work centers.
• 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, Rukas, Service Now, Salesforce etc. while leveraging tools used for packet capture and monitoring performance metrics.
• Understanding on how to troubleshoot issues and configure network devices (switches, routers, virtual machines and cloud-based applications
• Handling Aruba, Cisco, Ruckus wireless controller, access points and switches.
• Knowledge of performing Incident Triage while acting as first responders as 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.

Ticket Management:-

• Knowledge of ServiceNow Ticketing Platform and Salesforce Database.
• Updating ticketing systems and tools documenting incident chronology
• Managing 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.
• Escalate ticket 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 2-3 years of relevant experience in IT service industry working on telecommunications & managed network infrastructure solutions.
• No less than 2 years of working experience, preferably on a customer services interfacing role with exposure to client handing and process management roles.
• No less than 1-2 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)
• Knowledge on troubleshooting Aruba, Meraki, Ruckus, and SIM based Routers / Modems (LTE / 5G)
• Proficient knowledge of WAN, LAN and Wireless Technologies and manage services within an IT operation Organization.
• Understanding of Network protocols, Routing, Switching, Wired and Wireless Technologies, Access Points, WAN Circuits, Call managers, Secure Internet Gateways etc and Strong understanding of IPV4 and IPV6 networks are required.
• 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.
• Effective technical coordination skills and knowledge vendor management for network hardware equipment, cloud based virtual servers and effective management of ISP's 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 and ability to work 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

3+yrs

Education

BE/B.TECH + CCNC / CMA / ACSA/ ACA 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.