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Bangalore, India

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Provides Tier 2 technical support to customers and customer support personnel for AT&T’s EMM (AirWatch, MobileIron, IBM MaaS360), ACDN (AT&T Content Delivery Network), NetBond and STaaS (Storage as a Service) products.

Roles and Responsibilities:

Responsibilities include working directly with customers on Problem Management/Resolution such as defining technical problem, determining solution and assisting customer in implementing technical solution.

End-to-End troubleshooting with customers and performs root cause analysis.

May implement changes to new or existing products or features.

Collaborates with or escalates to Tier 3 engineering as appropriate.

Ticket management and regular communication with customers through the duration of a trouble.

Must be capable of supporting multiple products in the portfolio.

This role is part of a 24 x 7 Operations team and will require working a regular 5 day shift that includes either Sat or Sun.

Key Competencies and Skills:

Application Support and Networking expertise.

Fluent in English language.

Excellent verbal and written communication skills.

Excels at Teamwork & Collaboration.

Experience with emerging business services.

Deliver Customer-focused results.

Fault Management/Network Incident Management.

Problem and Process Management.

Technical Troubleshooting.

Learn Continuously.

EMM (AirWatch, MobileIron, IBM MaaS360)

ACDN (AT&T Content Delivery Network), NetBond

STaaS (Storage as a Service)

Network Certifications like CCNA, CCNP.

Microsoft:- MCSA, MCSE.

Any EMM Certifications

OSI Layer 1-7.

Devices (iOS, Android).

Application / Software support; LAN/WAN.

Experience with EMM and Cisco and/or Microsoft Certifications preferred.

Education and Qualifications:

Preferred Bachelors degree in Business, Information Systems, Engineering, Math, or Sciences; Developer nanodegree; or equivalent experience. Typically requires 3-5 years experience.