Sr Associate Work Center Tech Supt

Job Description:

Ø To proactively manage and monitor network performance on customers network round the clock(7x24) to meet customers' Service Level expectations.(Predominantly around 80% Shifts are in US Business hours and late US business hours)

Ø Technical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive)

Ø Investigation/diagnose network issues, triage and communicate event status and coordinate root cause analysis; mitigate/remediate complex technology fault conditions that span multiple production platforms and environments.

Ø Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs).

Ø Conduct root cause analysis on network fault

Ø To effectively manage ISP’s and equipment vendors

Ø To articulate well with customer's technical and management staff on network issues (ex. Fault reporting, Status updating and Handling escalation)

Ø Acting as single point of contact (SPOC) to AT&T customer for problem reporting

Ø Taking care of incoming calls from AT&T customers, ISPs, and counterparts of other AT&T Centers

Ø Performing problem isolation and resolution, including verifying AT&T services, working with ISPs for circuit related issue and carrying out internal & external escalation

Ø Scheduling testing tasks with ISPs, customer site personnel and other AT&T support centers.

Ø Facilitating direct communication among customer, AT&T and suppliers by establishing conference meeting
updating AT&T problem ticketing systems and other operation related tools

Ø Requesting and Interfacing with AT&T Tiered supports and Service Management to address customer issues.

Required Skills, etc.:

Ø Diploma in Information Technology/ Computer Engineering/Telecommunications or Equivalent
Minimum 4 & maximum 6 years related experience in telecommunications industry and General knowledge in WAN.

Ø CCNA Certified required and preferred CCNA Routing and Switching certifications.

Ø No less than 4-6 years of working experience, preferably on customer services interfacing with clients. The daily operation is mainly on phone and computer systems.

Ø Able to attend shift work as per the roster developed by supervisor.
CCNA certification is highly desirable, CCNP is Preferred other certification are optional.

Ø Extensive hands-on experience in managing WAN networks and Cisco routers & switches Strong technical knowledge in WAN/LAN networking.

Ø Troubleshooting WiFi issues, Cisco Meraki, Aruba

Ø Good technical knowledge of telecommunication products and services

Ø Good understanding of network & transport protocols/technologies such as TCP/IP,SNMP, METRO-E, GIG-E, SINGLE/MULTI MODE FIBER CABLE TERMIINATION & MANAGEMENT, E1, DS3, etc.

Ø Independent, self-driven and highly customer focused.

Ø Good Interpersonal skill and able to work well in big team.

Ø Excellent command of spoken and written English.

Ø Excellent knowledge of WAN, LAN, IT infrastructure, and hosting 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

Ø Strong understanding of IP networks, Routing protocols, Redundancy protocols is required, ( BGP, EGIRP, OSPF)

Ø Strong understanding of reduce protocols like HSRP, VRRP and GLBP

Ø Strong understanding of Internet and Internet routing troubleshooting

Additional Preferred Qualifications:

Ø Bachelor of Information Technology/ Computer Engineering/Telecommunications or Equivalent

Ø Technical, Certifications, Preferred CCNP -Routing and Switching

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.