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At AT&T, our talents work together to make a difference. Think you’d like to help us connect more people than ever before? Check out our latest opportunities below, or browse for other recent postings.

India

Sr. Associate, Work Center Tech Support

Location:

Hyderabad, India

Ref #:

150717

Date published:

20-Feb-2017
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• Excellent Network troubleshooting/engineering experience in service provider domain.
• Strong Knowledge Cisco Routers/Switches
• Experience in LAN Switching
• Exposure to WIFI technologies for handling light weigh AP.
• Very Good Knowledge on LAN and WAN networks
• Knowledge on MPLS and Load Balancers
• Experience in Foundry Routers/Switches Allied Telesyn Routers
• Load Balancers (Foundry, Alteon, Cisco & F5)
• Knowledge on Firewalls (Checkpoint)
• Experience in ATM and VOIP
• Experience in Frame Relay, DS/DS3 & Optical circuits, BGP Routing Protocol, OSPF Routing Protocol, HSRP Routing Protocol, VRRP Protocol
• Experience in Network Router and Network Switches

Roles and Responsibilities:

• First responders supporting AT&T Enterprise Network Operations.
• Performing network triage
• Service restoral and break/fix functions Scope include – Analyze and escalate
• Prioritizing and analyzing the events in the network
• Resolve problems for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.
• This involves monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
• Customer Call receipt
• Call receipt (first point of contact for Customers for problem recording)
• Customer verification
• Call problem validation and documentation
• Initial technical problem analysis during Live Call handling
• Pro-active network monitoring
• Customer Alarm Tracking System alert monitoring and trouble ticket generation
• Problem diagnostics
• Initial Customer call
• 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 sectionalize and testing plans.
• Escalate ticket according to process based on the established intervals.

Key Competencies and Skills:

Technical skills
• Excellent troubleshooting experience LAN/WAN/Data Centers/Wireless
• Sound exposure to WIFI technologies for handling AP’s ( access point)
• Experience in Foundry Routers/Switches Allied Telesyn Routers
• Expert knowledge on Routing protocols
• OSPF, VRRP, EIGRP,BGP, ISIS,
• Good knowledge on Load Balancers
• Foundry, Cisco & F5)
• Knowledge about Firewalls
• Juniper Net Screen
• Data Center
• Cisco Data Center L2/L3 Technologies
• Configure & Troubleshoot Complex Layer 2 Technologies like vPC, fabric path, STP
• Configure & Troubleshoot Data Center Layer 2 overlays for example OTV, EVPN
• Configure & Troubleshoot Network management protocols for example PTP, NTP, DNS, DHCP
• Configure & Troubleshoot Traffic management for example queuing, policing, shaping
• Knowledge about layer 2 security features for example port security, MACsec, ACL, private VLAN
• Data Center Storage Networking and Compute
• Troubleshoot knowledge about Data Center Storage Protocols
• Configure and Troubleshoot infrastructure to support Block Storage Protocols like FC, FCoE, iSCSI, DCB
• Configure and Troubleshoot File Storage Protocols for example NFS, CIFS
• Troubleshoot Data Center Storage Networking Feature
• Data Center Storage Networking Features for example zoning, multi-hop technologies
• Data Center Fabric Infrastructure
• sound knowledge about SDN, Open Stack, Big Data would be added advantage

Education and Qualifications:

• BE/B-tech or equivalent degree in engineering with minimum 5 or maximum 8 years relevant experience in networking, service provider, telecommunications industry.
• No less than 3-4 years of working experience, preferably on customer services interfacing with clients. The daily operation is mainly on phone and computer systems.
• CCNA & CCNP certifications are highly desirable, other certification are optional
• strong hands-on experience in managing WAN networks and Cisco routers & switches Strong technical knowledge in WAN/LAN networking
• Basic concepts about Firewalls would be added advantage.
• Strong technical knowledge of telecommunication products and services

Additional Information:

• Shift Hours & Shift Pattern
o 24x7 Shift Rotation 5 days working, 2 days off
• Excellent command of spoken and written English, Fluent oral communications.
• Independent, self-driven and highly customer focused
• Good Interpersonal skill and able to work well in big team