Staff Associate Work Center Tech Supt
Staff Associate Work Center Tech Supt
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Job Description
Job Description:
Roles and Responsibilities:
GCSC SES supporting Network Operations:
- Performing network related issues through AOTs / SNOW 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
Proactive Network Monitoring:
- Customer Alarm Tracking System alert monitoring and trouble ticket generation
- Problem diagnostics
- Initial Customer call
Ticket Management:
- Update Status in AOTs and SNOW ticketing tools on 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.
Skills Required for the Role:
- 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
- Knowledge on Cisco Routers and Switches
- Experience in understanding Cisco Architecture.
- 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 problemsolving 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 wellconsidered decisions
- Drive enthusiasm initiative commitment and selfmotivation
- Resourcefulness and flexibility
- Ability to work well in a team.
Required Years of Experience: 12 Years.
Education: Any Graduates/Diploma in technical Discipline.
Weekly Hours:
40Time Type:
RegularLocation:
Bangalore Karnataka IndiaIt is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local law. In addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.
Required Experience:
Staff IC
Employment Type
Full-Time
