Staff Associate Work Center Tech Supt

Roles and responsibilities:

• To proactively manage and monitor network performance on customers network round the clock(7x24) to meet customers Service Level expectations. (Predominantly around 80% Shifts are in US Business hours and late US business hours)
• Technical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive)
• Investigation/diagnose network issues, triage and communicate event status and coordinate root cause analysis; mitigate/remediate complex technology fault conditions that span multiple production platforms and environments.
• Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs).
• Conduct root cause analysis on network fault
• To effectively manage ISP s and equipment vendors
• To articulate well with customers technical and management staff on network issues (ex. Fault reporting, Status updating and Handling escalation)
• Acting as single point of contact (SPOC) to ATT customer for problem reporting
• Taking care of incoming calls from ATT customers, ISPs, and counterparts of other ATT Centers
• Performing problem isolation and resolution, including verifying ATT services, working with ISPs for circuit related issue and carrying out internal external escalation
• Scheduling testing tasks with ISPs, customer site personnel and other ATT support centers.
• Facilitating direct communication among customer, ATT and suppliers by establishing conference meeting
• updating ATT problem ticketing systems and other operation related tools
• Requesting and Interfacing with ATT Tiered supports and Service Management to address customer issues.

Required Skills, etc.:

• Diploma in Information Technology/ Computer Engineering/Telecommunications or Equivalent
• 2 years related experience in telecommunications industry and General knowledge in WAN.
• Preferred CCNA Routing and Switching certifications.
• 0-2 years of working experience, preferably on customer services interfacing with clients. The daily operation is mainly on phone and computer systems.
• Able to attend shift work as per the roster developed by supervisor.
• CCNA certification is highly desirable, CCNP is Preferred other certification are optional.
• Extensive hands-on experience in managing WAN networks and Cisco routers switches Strong technical knowledge in WAN/LAN networking.
• Good technical knowledge of telecommunication products and services
• Good understanding of network transport protocols/technologies such as TCP/IP,SNMP, METRO-E, GIG-E, SINGLE/MULTI MODE FIBER CABLE TERMIINATION MANAGEMENT, E1, DS3, etc.
• Independent, self-driven and highly customer focused.
• Good Interpersonal skill and able to work well in big team.
• Excellent command of spoken and written English.
• Excellent knowledge of WAN, LAN, IT infrastructure, and hosting to manage the IT operations
• Good knowledge on various Router, Switches. Load Balancers, Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc
• Strong understanding of IP networks, Routing protocols, Redundancy protocols is required, ( BGP, EGIRP, OSPF)
• Strong understanding of reduce protocols like HSRP, VRRP and GLBP
• Strong understanding of Internet and Internet routing troubleshooting

Additional Preferred Qualifications:

• Bachelor of Information Technology/ Computer Engineering/Telecommunications or Equivalent
• Technical, Certifications, Preferred CCNA -Routing and Switching