**Job Description:** + Expertise in Performing network triage at Tier 1.5 + Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action. + Responsible for all 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 + Ensure Pro-active network monitoring + Customer Alarm Tracking System alert monitoring and trouble ticket generation + Problem diagnostics + Initial Customer call + Ticket Management + Status 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. Technical Skills:- + Network troubleshooting/engineering experience + Strong Knowledge Cisco & Juniper Routers/Switches, routers + Experience in LAN Switching, routing + Very Good Knowledge on LAN and WAN networks, circuits + 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. Professional Skills:- + Excellent communication skills (verbal & written, technical & interpersonal) + Excellent telephone manner + Excellent problem solving skills + Highly skilled in the use of PC systems and applications + Resourcefulness and flexibility, 24X7 working environment. Predominantly US Business hours + Ability 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. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status