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Czech Republic

Tier 2 Support Engineer - internal and external customers

Location:

Brno, Czech Republic

Ref #:

152510

Date published:

16-Apr-2018
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AT&T Audio Conferencing Platform and Network Fault Management, Outage and Service Assurance Tier 2 support

Roles and Responsibilities:

24x7 AT&T Audio Conferencing Platform and Network Fault Management, Outage and Service Assurance Tier 2 support for internal and external customers including, but not limited to, IBM, Eaton, Mondelez, DuPont and other high profile clients.

Responsible for managing ad driving resolution to high profile web and audio conferencing technical troubles leveraging Fault and Outage Management Best Practices.

Provide Tier 2 technical support for Global Audio Conferencing services including Microsoft Hosted Lync + Audio Integration services, Microsoft Lync Hybrid + AT&T Audio Integration, Cisco WebEX Cloud Connected Audio Service Provider, and the Bluejeans and Zoom CAAS projects.

Identification, isolation and resolution of chronic and complex teleconferencing escalations received from Customers, Tier 1 Work Centers, Operator Customer Care Centers and Service Management.

Key Competencies and Skills:

Job expertise and qualifications include working knowledge of Fault and Outage Management Best Practices, Tier 2 technical support for Global Audio Conferencing services including Microsoft Hosted Lync + Audio Integration services, Microsoft Lync Hybrid + AT&T Audio Integration, Cisco WebEX Cloud Connected Audio Service Provider, and the Bluejeans and Zoom CAAS projects.

The ability to investigate and resolve customer reported troubles using available network/platform tools and systems including but not limited to, Real Time Network View (RNTV), CSMS, DTOSS, Scamp Iris, and Introscope.

Expertise in managing cross-organizations and cross-vendor special action teams to resolve the most highly complex teleconferencing issues while consistently working with both internal and external executives to effectively manage executive escalations.

Familiarity and expertise in IP Networking and Conferencing infrastructure. Strong written and communication skills required The ability to work independently and manage multiple projects in a dynamic, fast paced environment.

Education and Qualifications:

Technical Degree

Cisco and other certifications a plus

Additional Information:

Shift work required - 24x7 operation

Required to work in work center - no telecommuting