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Senior Associate - Tier 1.5


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Job Details

Company AT&T

Job Title Senior Associate - Tier 1.5

Jobid att4-4047691

Location: Brno, CZE

Description Technical specialist Network Ops will perform a multi-functional maintenance role in support of WAN/LAN, Wireless technologies, performance monitoring and skilled in handling Global customer base. Technical specialist Network Ops will be the point of contact for the network issues proactively detected or reactively called in by the customer. In order to perform this function, a multitude of support centers, vendors, customer, tools, processes, telephone and systems will be utilized in order to bring the issues to resolution.

**Roles and Responsibilities:**

Primary responsibility is user support and customer service.

Being present and available to clients requiring technical assistance.

Respond to questions from all emails and callers.

Become familiar with each client and their respective applications.

Provide 24x7 Support for monitoring incident alerts through device management tool.

SPOC for Customer, Customer communication

Interface with Local customer Site Contacts & vendors.

Assess, analyze and troubleshoot incidents until resolution.

Own Site Level issues.

Update the ticketing tool with regular updates.

Interface with transport team to work with PTT/ISP for Circuit break fix issues.

Escalate to next level for faster resolution.

Performance Monitoring

24x7 Monitoring of Bandwidth utilization monitoring via Net Dialog application

Tracking of Notification of Threshold breaches across multiple service lines including WAN/Hosting/Storage

Analyze Technical data, Application traffic per site and user and major contributors and root cause of high utilization

Customer notification of Top Talkers, Utilization and Traffic Analysis reports

Own Site level Performance issues

Partner with LCM Engineering/Architects to reroute traffic

Traffic Analysis & Reports for LCM team for specific sites

**Key Competencies and Skills:**

General Requirements:

Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

Ability to utilize the applications for Microsoft Office for support, reporting and documentation.

Excellent oral and written communication skills.

Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired

Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Creativity. Ability to think around problems and come up with creative solutions is helpful.

4 to 6 years of experience in NOC, Networking, Telecommunication, Service desk role.

ITIL Certification is Mandatory and CCNA will be an added advantage.

Technical skills

Very Good Knowledge on LAN and WAN terminologies

? Experience in LAN Switching, WAN Router protocols, routing and configuration

? Working knowledge on TCP/ IP, Layer 2 & Layer 3 Switches, LL & ISDN.

? Working knowledge Wireless Network & Wireless Security

? Basics of VPN and Firewall, Routers, Switches configuration, Configuration and Customization of IP routing gateways.

? Information about Fiber Optics Cables and Fiber Optics Terminating devices.

? Hands on in using the Network monitoring and performance monitoring tools like Ethereal, Route Explorer, Net Flow, Wireshark, Nessus, Op Manager , solarwinds etc.,

? Identifying the top users, top applications, ports , type of traffic etc., using the monitoring tools

? Knowledge on Transport technologies such as MPLS, Frame Relay, ATM, etc.

? NOC experience would be added advantage. Service oriented and customer focus.

? Hard working, strong problem solving skills with creative and analytical mind set

? Good verbal and written communication skills

**Education and Qualifications:**

Bachelor Degree, Experience working as a call receipt technician in an AT&T Maintenance Center and/or an AT&T GCSC or other Network Management Center is highly desired.

**Additional Information:**

Additional Preferred Qualifications: Prior experience in NOC environment will be an added advantage.

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