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Technical Specialist, Field Operations Engineering


Bogota, Colombia

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Provides guidance to network operation and maintenance analysts, technicians, and/or engineers. Performs technical analysis of complex software, hardware, and transmission facilities using various diagnostic tools in support of efficient network operations. Provides direction for engineering efforts, testing and evaluation programs. Performs onsite engineering when required.

Supports the delivery of field services at network sites across Most of World (MoW), ensuring that AT&T's field services requirements are delivered to time and quality. The responsibilities include engagement, direction, and control of third party service providers, across multiple sites, to deliver a portfolio of field services tasks.

Roles and Responsibilities:

1. Performing onsite work as requested by clients that would require smart hands and eyes skills (e.g. hardware reset or visual inspection). Dispatching third party service providers when needed to perform onsite work.
2. Managing clients’ requests to ensure the work is performed by specific agreed timelines/ schedule and per AT&T’s quality standards.
3. Installing network equipment (Cisco, Juniper, Ciena, HP, Dell, etc.) and equipment/cable management racks.
4. Installing cabling across multiple hardware platforms and cable manager types (Fiber, Coax, Copper).
5. Assisting in Fault Management, including out of hours maintenance response.
6. Performing onsite connectivity testing (i.e., installation verification testing, problem determination and service acceptance testing).
7. Performing inventory management of network components and capacity management of cables/ cable managers/ conduits/ fiber and copper tray infrastructure.
8. Performing information management duties that includes recording, maintaining, and reporting on equipment/cabling installations and changes (adds/remove) using various AT&T internal applications.
9. Updating of databases (e.g., NISE, local databases, and WMS system) and interfacing with multiple AT&T business units including Engineering, Service Delivery, and Network Operations Centers as well as third parties.
10. Generating and reviewing statistic reports using Microsoft office programs (excel, word, and powerpoint).
11. Reviewing and approving third parties’ invoices; Coordinating with third parties and internal clients to resolve any invoicing issue.
12. Completing and meeting policy/ compliance requirements.
13. Working outside normal business hours to support clients in different global times zones, scheduled activities, and escalations.
14. Managing performance of third parties, defining and driving improvement programs as necessary to meet required Service Level Agreements.
15. Demonstrating leadership skills and knowledge through coaching and mentoring less experienced and/or new work group members.
16. Taking a leadership role on process improvements that impact the work group or wider organization.
17. Acting as subject matter expert on AT&T platforms and activity tracker for projects across MoW. Representing the work group on several roles with other business units/organizations to achieve a desired goal.

Note: Additional deliverables may be added as required by the position.

Key Competencies and Skills:

1. Knowledge of the processes involved in problem control, error control and the production of management information; the ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.
2. Good understanding and skills necessary to manage, maintain, troubleshoot, install, operate, and configure basic network infrastructure.
3. Knowledge of networking technologies, basic design principles, and use of testing tools.
4. Experience installing networking equipment and cabling (Copper, Coax, and Fiber). Understanding of best practice for quality installations.
5. Fundamental knowledge of cabling systems/ adapters/ interfaces and their handling. Adhere to wiring standards.
6. Working knowledge of connectivity testing methodologies and use of cable media testers.
7. Experience with fiber cables installation, testing, cleaning and troubleshooting in the event of a problem.
8. Working experience in Field Services environment supporting internal clients and also installation experience on various AT&T platforms.
9. Working knowledge with ticketing systems, inventory systems and vendor portals is an asset.
10. Collaborating and leadership skills to direct and support third party service providers performing activities on behalf of AT&T.
11. Knowledge of Telecommunications Carriers standards and practices in local countries.
12. Working knowledge of Microsoft Office suite, general laptop knowledge and working with vendor applications.
13. Quick learner and adaptable to changing technologies. Ability to be flexible and agile as roles and responsibilities change from time to time.
14. Well organized, self motivated and able to work under pressure.
15. Car driver's license and ability to travel to AT&T Pop location.
16. This position includes Clients’ interactions that require excellent English and local languages written, verbal and interpersonal skills.
17. This position may involve frequent standing, walking, pushing, pulling, bending, reaching and lifting (may range from 10-50lbs on a regular basis).
18. More than 7 years of related experience.
19. Ability to create or update processes, procedures, work orders, and systems tools.
20. Working with limited supervision and following established procedures.
21. Completed all the Data Center Operations Manager role training.

Education and Qualifications:

1. Bachelor's Level Degree in Electrical Engineering, Telecommunications, Computer Engineering or related technical area.
2. Cisco certification is desirable.

Additional Information:

1. Bachelor's Level Degree in Electrical Engineering, Telecommunications, Computer Engineering or related technical area.
2. Cisco certification is desirable.