Sr Associate Work Center Tech Supt

Job Description:

Roles and Responsibilities

• Acting as a Tier T1.5 for GCSC Teams.
• 1st responders supporting AT&T GCSC strategic services like FlexWare, DWAN OTT
• 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. 

Knowledge and Skills Required to Perform the Role

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.
• 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)
• Good knowledge on SDN/SDWAN – Viptela, Velocloud, Silverpeak or 128T
• Excellent knowledge of WAN, LAN & Voice technologies 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 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

Years of Experience - 2+yrs

Education -BE/B.TECH  + CCNA/CCNP certified

Working hours -24X7 shifts pattern, (Predominantly US business hours.)

# Networking

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.