AT

Staff Associate Work Center Tech Supt

Att Communication Services
Bangalore50K-3 LPA Posted 12 Jun 2025
FULL TIME
Cisco Routers
Ccna Routing
Telecommunications
Customer Services

Job Description

Roles and Responsibilities

  • GCSC T1.5 supporting Network Operations.
  • Performing network related issues through AOTs ticket.
  • 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.
  • This involves monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
  • Customer Call receipt
  • Call receipt (first point of contact for Customers for problem recording)
  • Customer verification
  • 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
  • Problem diagnostics
  • Initial Customer call
  • Ticket Management
  • Update Status in AOTs or customer on a regular basis
  • Work with internal support groups and recommend diagnostic tests based on degree of service impairment
  • Access provider management and associated escalations
  • Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for sectionalization and testing plans.
  • Escalate ticket according to process based on the established intervals.

Knowledge and Skills Required to Perform the Role

Technical Skills:-

  • Network troubleshooting/engineering experience
  • Strong Knowledge Cisco 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
  • Experience in Foundry Routers/Switches Allied Telesyn Routers
  • Load Balancers (Foundry, Alteon, Cisco & F5)
  • Knowledge on Cisco Routers and Switches
  • Experience in understanding Cisco Architecture.
  • CCNA Preferred.
  • Experience in Frame Relay, DS/DS3 & Optical circuits, BGP Routing Protocol, OSPF Routing Protocol, HSRP Routing Protocol, VRRP Protocol
  • Experience in Network Router and Network Switches

Professional Skills:-

  • Excellent communication skills (verbal & written, technical & interpersonal)
  • Excellent telephone manner
  • 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
  • Ability to work well in a team
  • 24x7 shift operations, follow the sun model

Years of Experience

0-3Years

Education

Any Graduates/Diploma in technical Discipline