Staff Associate Work Center Tech Supt

Job Description

Job Description:

Roles and Responsibilities:

GCSC SES supporting Network Operations:

• Performing network related issues through AOTs / SNOW 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 and SNOW ticketing tools on 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.

Skills Required for the Role:

• 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
• Knowledge on Cisco Routers and Switches
• Experience in understanding Cisco Architecture.
• 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.

Required Years of Experience: 1-2 Years.

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.