Specialist Network Technology Support

Key Responsibilities:

Technical Support:

• Provide advanced technical support for Uverse Core services, including HSIA/DSL internet and voice.
• Troubleshoot and resolve complex technical issues related to Uverse equipment and services which includes Nokia/Alcatel shelfs.
• Work closely with fiber support teams to escalate and resolve issues in a timely manner.

Incident Management:

• Monitor and manage incident tickets, ensuring timely resolution and communication with stakeholders.
• Perform root cause analysis for recurring issues and implement corrective actions.

Collaboration:

• Collaborate with cross-functional teams, including Fault Management Team, Field operations, and customer support teams, to resolve technical challenges.
• Participate in regular team meetings and provide technical insights and updates.

Documentation and Reporting:

• Maintain accurate and detailed documentation of troubleshooting steps and resolutions.
• Generate and analyze reports on common issues and trends to improve services.

Continuous Improvement:

• Stay up-to-date with the latest Uverse Network technology and industry trends.
• Identify opportunities for process improvements and contribute to the development of best practices.

Shift Work Requirements: 24x7 work environment willing and able to work all shifts, including weekends, nights, and holiday.

Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3-5 years of experience in a technical support role, preferably in the telecommunications industry.
• Strong knowledge of FTTx network services and related technologies.
• Proficient in network troubleshooting tools and methodologies.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with ticketing systems and incident management processes.

Preferred Qualifications:

• Certifications such as CCNA, CCNP, or equivalent.
• Experience with network protocols, including TCP/IP, FTTx, and DHCP.
• Able to troubleshoot Layer 1/2/3 services and associated devices.

ATT is a fair chance employer and does not initiate a background check until an offer is made.

Job ID R-68768 Date posted 05/29/2025