Job Description:

Expertise in Performing network triage at Tier 1.5Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.Responsible for all Customer Call receiptCall receipt (first point of contact for Customers for problem recording)Customer verificationCall problem validation and documentationInitial technical problem analysis during Live Call handlingEnsure Pro-active network monitoringCustomer Alarm Tracking System alert monitoring and trouble ticket generationProblem diagnosticsInitial Customer callTicket ManagementStatus customer on a regular basisWork with internal support groups and recommend diagnostic tests based on degree of service impairmentAccess 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:-

Network troubleshooting/engineering experienceStrong Knowledge Cisco & Juniper Routers/Switches, routersExperience in LAN Switching, routingVery Good Knowledge on LAN and WAN networks, circuitsKnowledge 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 mannerExcellent problem solving skillsHighly skilled in the use of PC systems and applicationsResourcefulness and flexibility, 24X7 working environment. Predominantly 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-51259 Date posted 01/16/2025