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Staff Associate, Work Center Technical Support

AT&T


Location:
Bengaluru
Date:
03/23/2017
Job Code:
att4-4111907
Apply on the Company Site
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Job Details

Company AT&T

Job Title Staff Associate, Work Center Technical Support

Jobid att4-4111907

Location: Bengaluru, IND

Description • Performing network related issues through AT&T ticketing tool.

• 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.

o This involves monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.

• Customer Call receipt

o Call receipt (first point of contact for Customers for problem recording)

o Customer verification

o Call problem validation and documentation

o Initial technical problem analysis during Live Call handling

o Pro-active network monitoring

• Customer Alarm Tracking System alert monitoring and trouble ticket generation

o Problem diagnostics

o Initial Customer call

• Ticket Management

o Update Status in AOTs or customer on a regular basis

o Work with internal support groups and recommend diagnostic tests based on degree of service impairment

o Access provider management and associated escalations

o Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for issue isolation and testing plans.

o Escalate ticket according to process based on the established intervals.



**Roles and Responsibilities:**

• Network troubleshooting/engineering experience

• Strong Knowledge Cisco/Juniper 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

• Load Balancers (Alteon, Cisco & F5)

• Knowledge on Firewalls (Checkpoint)

• Good understanding of network protocols such as TCP/IP, SNMP and VOIP.

• BGP Routing Protocol, OSPF Routing Protocol, HSRP Routing Protocol, VRRP Protocol

• Experience in Network Router and Network Switches.

• Working knowledge in troubleshooting WAN Optimization/ Application Acceleration devices such as Riverbed, Bluecoat Packetshapers.



**Key Competencies and Skills:**

Professional Skills:-

• Excellent communication skills (verbal & written, technical & interpersonal)

• Excellent telephone etiquettes

• 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

• Cisco CCNA and CCNP, Juniper JNCA certifications are highly desirable

• Ability to work well in a team

• 3+ yrs

• Any Graduates/Diploma in technical Discipline



**Education and Qualifications:**

Professional Skills:-

• Excellent communication skills (verbal & written, technical & interpersonal)

• Excellent telephone etiquettes

• 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

• Cisco CCNA and CCNP, Juniper JNCA certifications are highly desirable

• Ability to work well in a team

• 3+ yrs

• Any Graduates/Diploma in technical Discipline



Apply on the Company Site

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