Job Description:

• Acting as a Tier2 for GCSC Teams.

• 1st responders supporting AT&T 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 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.