Job Description:

Roles and Responsibilities:

• Acting as a Tier T1.5 for GCSC Teams.

• 1st responders supporting AT&T GCSC strategic services like Flexware, SDWAN OTT

• 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

  • 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 1-3 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.
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)
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.