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Staff Assoc, Work Center Tech Support


Bangalore, India

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Tier T1.5 or Service Technician for GCSC Team.

Roles and Responsibilities:

First responders supporting AT&T GCSC Customers.
Performing network triage, problem isolation and resolution.
Engage Tier 2/GT3/.TAC’s on time ensuring all deep level PD is done & provide necessary inputs to high level teams.
Managing the process of Service restoral and break/fix functions Scope include – Analyze and escalate
Prioritizing and analyzing the events in the network
Sniffer Traces and Analyze data collected.
Support Service Delivery Functions such as
IMAC Support
Logical Configurations of Network Devices
Physical Configurations
Changes in the Network Infrastructure
Upgrades in the Network Infrastructure
Support Security Readiness
IOS Upgrades
Logical Configuration to mitigate any Defects on Security.

Resolve problems for Network 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
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 analyzing and testing plans.
Escalate ticket according to process based on the established intervals.

Key Competencies and Skills:

Network troubleshooting/engineering experience
Strong Knowledge Cisco Routers/Switches
Experience in LAN Switching. vLAN’s, configuration
Experience in WAN Router protocols, routing and configuration
Exposure to WIFI technologies
Very Good Knowledge on LAN and WAN networks
Support Network Security Audit Readiness
Riverbed WAAS Technologies
Aruba/Cisco Wireless Technologies
Cisco Switch, Router
Juniper Switch, Router
Familiar with VPN, eVPN technologies
Knowledge on WAN Transport such as MPLS, Frame Relay, etc.
Load Balancer Technologies such as BIG IP and Cisco
Experience in at least one of the technologies below:
o Knowledge on Firewalls
o Experience in ATM , BIG IP,CISCO ACE, CSS--Load Balancing,
o CISCO, Aruba -Wireless
o Net-Scaler
o Nexus
o Preferably like to have one to two of the skills above- if all possible.

Professional Skills:-
Excellent communication skills (verbal & written, technical & interpersonal)
Excellent telephone manner
Be able to support Shift and weekend Schedules
Adequate problem solving skills
Professionalism at all times
Adequately skilled in the use of PC, Network 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

Education and Qualifications:

a. Must be able to speak and communicate clearly in English.
b. All Candidates have 2 years of IT Expereince and or Education in Computer Science
c. 4 Year Degree in Computing/Engineering/IT
d. All Candidates have Certifications at least a CCNA certificate
e. All Candidates have one or two critical skills that I require to support the day to day operations such as BELOW:
• Riverbed WAAS
• BIG IP (F5)/CISCO Load Balancers
• Cisco/Aruba Wireless
• Nexus (Switch/Router
• Juniper (Switch/Router)
• NetScaler
• eVPN/VPN Technologies

Additional Information:

4 Year Degree in Computing/Engineering/IT