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Sr. Tech Support


Sao Paolo, Brazil

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The position requires the individual to be responsible for the maintenance of dedicated wide area internet and data connections at various speeds from the AT&T network to various customer locations, worldwide. Individuals will participate in a team that is dedicated to support all type of services/markets and therefore must quickly learn and adapt to new processes, tools and technologies.

Roles and Responsibilities:

"a) Is responsible for performing complex technical analysis/troubleshooting of software, hardware and transport facilities using various diagnostic tools in support of efficient network operations.
b) Provides guidance to CMC Tier-1 when needed
c) Engages higher Tier support when required, including AT&T network teams
d) Main point of contact for carriers for complex issues
e) Main point of contact for IPL and I-SIP product lines in MOW
f) Serve as facilitator for Network Reliability Teams for transport issues involving core circuits, bearers, NNI circuits when required
g) Performs PTT follow up and troubleshooting until transport issue is resolved once ticket is under tier-2 responsibility
h) Mainly interfaces with carriers and various internal customers (GCSC and ISA). Only interfaces with end customers if relevant information is needed to progress the ticket.
i) The individual is responsible for, but not limited to, complex technical data validation, equipment list, IP addressing, router configuration, assessment, technical evaluation, technical troubleshooting, problem solving and application test"

Key Competencies and Skills:

"The technical function mentioned above requires strong technical knowledge of:
- Routing,
- Network topology,
- IP Subnetting,
- TCP/IP protocol,(BGP, OSFP, RIP, MPLS, and EIGRP)
- Data communications: OCX, T3, fractional T3, T1s and fractional T1, E1 and Fractional E1, DSL, ATM, Frame Relay, Ethernet.
- Hardware/Circuit infrastructures: SDH, PDH, DWDM, multiplexer, bridges, DACS. CSU/DSU
- Class of Service
- VoIP
- Router skills (Cisco, Junipers)
- LAN skills
- Soft Skills: Strong Communications and teamwork spirit are necessary to organize outside customers, contractors, AT&T managers and non-management personnel in order to restore the service. This position has the overall responsibility for maintenance issues until technical resolution.


Education and Qualifications:

"Bachelor’s degree from a technical school is required (if not completed but in progress is acceptable)
Minimum 3 years relevant work experience at the Technical Associate level or equivalent experience.

Additional Information:

"CCNA is desired
Juniper certification is desired

Fluency in English, Portuguese and Spanish languages is required. Any additional language skills are a plus.

Working time: Must be available to work on shifts (8 hours + 1 hour break) including weekends and holidays"