Staff Associate Work Center Tech Supt

Job Description:

Roles and Responsibilities

• GCSC T1.5 supporting Network Operations.
• Performing network related issues through AOTs ticket.
• Service restoral and break/fix functions Scope include – Analyze and escalate.
• Prioritizing and analyzing the events in the network.
• Resolve problems for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.
• This involves monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
• 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
• Pro-active network monitoring
  • Customer Alarm Tracking System alert monitoring and trouble ticket generation
  • Problem diagnostics
  • Initial Customer call
• Ticket Management
  • Update Status in AOTs or 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. 

Knowledge and Skills Required to Perform the Role

Technical Skills:-

• Network troubleshooting/engineering experience
• Strong Knowledge Cisco Routers/Switches
• Experience in LAN Switching
• Exposure to various Network technologies
• Very Good Knowledge on LAN and WAN networks
• Knowledge on MPLS and Load Balancers
• Experience in Foundry Routers/Switches Allied Telesyn Routers
  Load Balancers (Foundry, Alteon, Cisco & F5)
   
• Knowledge on Cisco Routers and Switches
• Experience in understanding Cisco Architecture.
• CCNA Preferred.
• Experience in Frame Relay,DS/DS3 & Optical circuits,BGP Routing Protocol,,OSPF Routing Protocol,HSRP Routing Protocol,VRRP Protocol
  Experience in Network Router and Network Switches

Professional Skills:-

• Excellent communication skills (verbal & written, technical & interpersonal)
• Excellent telephone manner
• Excellent problem solving skills
• Professionalism at all times
• Excellent time management skills
• 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
• 24x7 shift operations, follow the sun model

Years of Experience

0-3Years

Education

Any Graduates/Diploma in technical Discipline 

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. AT&T is a fair chance employer and does not initiate a background check until an offer is made.