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Sr. Associate - Work Center Tech Support
First responders supporting AT&T Enterprise Network Operations.
Performing network triage
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 isdegradation in performance impacting business processes.
This involves monitoring, data capture, and analysis capabilities to quickly identify problem areasand provide corrective action.
Customer Call receipt
Call receipt (first point of contact for Customers for problem recording)
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
Initial Customer call, Ticket Management
Status customer on a regular basis
Work with internal support groups and recommend diagnostic tests based on degree of serviceimpairment
Access provider management and associated escalations
Negotiate and coordinate with other support centers (i.e. external organizations and internal andexternal business partners) for sectionalization and testing plans.
Escalate ticket according to process based on the established intervals.
Minimum 3 years' experience in Network troubleshooting/engineering
Strong Knowledge Cisco Routers/Switches
Experience in LAN Switching
Exposure to WIFI technologies for handling light weigh AP.
Very Good Knowledge of LAN and WAN networks
Knowledge of MPLS and Load Balancers
Experience in Foundry Routers/Switches Allied Telesyn Routers, Load Balancers (Foundry,Alteon, Cisco & F5)
Knowledge of Firewalls (Checkpoint)
Experience in ATM and VOIP
Experience in Frame Relay, DS/DS3 & Optical circuits, BGP Routing Protocol, OSPF RoutingProtocol, HSRP Routing Protocol, VRRP Protocol
Experience in Network Router and Network Switches
Excellent troubleshooting experience LAN/WAN/Data Centers/Wireless
Sound exposure to WIFI technologies for handling AP's (access point)
Experience in Foundry Routers/Switches Allied Telesyn Routers
Knowledge about Firewalls, Juniper Net Screen
Expert Knowledge of Nexus 5K, 7K, 9K
Excellent communication skills (verbal & written, technical & interpersonal)
Excellent telephone manner
Excellent problem-solving skills
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