Job Description:

Roles and Responsibilities:

Acting as a Tier T1.5 for GCSC Teams.

1st responders supporting AT&T GCSC strategic services like Flexware, SDWAN OTT

Performing network triage

Knowledge of different types of transport/Circuits -AVPN,AIA,BB,LTE

Managing the process of Service restoral and break/fix functions, Scope include – Analyze and escalate

Prioritizing 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 Management

Work with internal support groups and recommend diagnostic tests based on degree of service impairment

Access provider management and associated escalations

Coordinate with other support centers (i.e. external organizations and internal and external business partners) for resolving the incident tickets.

Escalate ticket according to process based on the established intervals. 

Technical Skills:-

Minimum 1-3 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.
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)
Knowledge on SDN/SDWAN – Viptela, Velocloud, Silverpeak or 128T
Good knowledge of WAN, LAN & Voice technologies to manage the IT operations
Good knowledge on various Router, Switches. Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc
Strong understanding of Voice, Data and IP networks is required.

Professional Skills:-

Excellent communication skills (verbal & written, technical & interpersonal)

Excellent telephone manner

Excellent problem solving skills

Professionalism at all times

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

Weekly Hours:

40

Time Type:

Regular

Location:

Hyderabad, Andhra Pradesh, 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-50623 Date posted 01/16/2025