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Specialist, Work Center Tech Support


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:

"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; OSI Layer 1-7; Devices (iOS, Android); Application / Software support; LAN/WAN; Experience with Enterprise Mobility Management(EMM) . Cisco certification is desired.
Experience-5+yrs application support experience in Enterprise Mobility Management System & networking is mandatory

Education and Qualifications:

Preferred Bachelors degree in Business, Information Systems, Engineering, Math, or Sciences or equivalent experience. Typically requires 6 years experience.

Additional Information:

Normal India working hours with a 5 day shift which might include Sat/Sun.
Initial few months candidates need to work during US hours for training.