Job Description:

Acting as a Tier2 for GCSC Teams.1st responders supporting AT&T GCSC strategic services like Business VOIP, CPE devices (Cisco, Juniper, Data Remote), Expertise in Performing network triageKnowledge of different types of transport/Circuits -AVPN,AIA,BB,LTEManaging the process of Service restoral and break/fix functions Scope include – Analyze and escalatePrioritizing and analyzing the events in the network

Engage right group  for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.

Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.Ticket ManagementWork with internal support groups and recommend diagnostic tests based on degree of service impairment.Access provider management and associated escalationsNegotiate 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. 

Technical Skills:-

Minimum 2-3 years of relevant experience in telecommunications & managed network infrastructure industry
No less than 1 years of working experience, preferably on customer services interfacing with clients.

Knowledge on WAN/LAN Technologies – Cisco, Juniper - Switches, Routers, WLC, WAPs, . Load Balancers, Firewalls, WAN Circuits, Call manager,

VoIP Call Manager skills – Cisco, Nortel, Avaya - Call Forwarding, Caller ID’s/CNAMs, Hunt Groups, Conferencing features, Time of day routing, Call groups, Call monitoring, audio and/or application-related issues, account issues.

PBX/FXS/SIP knowledge /configurations – Cloud PBX, VOIP Configurations – Fax, Alarms, Modems, Voice
No less than 1-2 years of hands on experience on Networking / IT infrastructure as an engineer (any of the one listed – WAN, LAN, Voice, IT infrastructure, Hosting, Servers, Firewall, NOC etc)
Strong understanding of Voice, Data and IP networks is required.

Professional Skills:-

Excellent communication skills (verbal & written, technical & interpersonal)Excellent telephone mannerExcellent problem solving skillsProfessionalism at all timesHighly skilled in the use of PC systems and applicationsAbility to work well under pressure, set priorities and make well-considered decisionsDrive, enthusiasm, initiative, commitment and self-motivationResourcefulness and flexibility, 24X7 work environment. Predominently US business hoursAbility to work well in a team

Weekly Hours:

40

Time Type:

Regular

Location:

Bangalore, Karnataka, India

It 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.

Job ID R-51255 Date posted 01/16/2025