Job Description:

• Expertise in Performing network triage at Tier 1.5
• Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
• Responsible for all Customer Call receipt
  • Call receipt (first point of contact for Customers for problem recording)
  • Customer verification
  • Call problem validation and documentation
  • Initial technical problem analysis during Live Call handling
• Ensure Pro-active network monitoring
  • Customer Alarm Tracking System alert monitoring and trouble ticket generation
  • Problem diagnostics
  • Initial Customer call
• Ticket Management
  • Status customer on a regular basis
  • 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:-

• Network troubleshooting/engineering experience
• Strong Knowledge Cisco & Juniper Routers/Switches, routers
• Experience in LAN Switching, routing
• Very Good Knowledge on LAN and WAN networks, circuits
• 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.

Professional Skills:-

• Excellent communication skills (verbal & written, technical & interpersonal)
• Excellent telephone manner
• Excellent problem solving skills
• Highly skilled in the use of PC systems and applications
• Resourcefulness and flexibility, 24X7 working environment. Predominantly 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.