Specialist Network Technology Support

at  ATT

JOB DESCRIPTION:

This career step requires limited level experience. Responsible for the overall reliability and operations of ATTs Optical, IP Core, Mobility, and other advanced communication technologies. Performs both fault and lifecycle management to deliver platform technical support on a 24X7 basis to include triage, investigation and remediation of acute and chronic issues that span multiple platforms and technology environments. Must understand the End-to-End service to support underlying technologies (VOIP, messaging, wifi, etc.)
Network Support providing tier 2/3 support for troubleshooting and resolving LAN/WAN IP technologies and network connectivity for multiple High profile and Restricted customer accounts. Network technicians have the responsibility to triage incoming issues, determine issue, and resolve them in a timely manner. This includes following Incident Management and Vendor management methodologies, logging all actions and efforts to restore IT services to normal operation. Working in a multi-vendor environment and leveraging Knowledge base to research issues.

EDUCATION:

• Preferred Bachelors degree in Math, Science, Engineering, Computer Sciences or Operations.

EXPERIENCE:

• Requires 1-2 years experience.
• Technical Career Pathway (TCP) role.

ENVIRONMENTAL REQUIREMENTS:

• May be responsible for contributing to ATT compliance with environmental laws and regulations as applicable to its job function.
• This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions.
  Our Specialist Network Technology Support, earn between $63,700 - $95,500. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

DAILY RESPONSIBILITIES:

• Overseeing incoming incidents via ticket queue, phone calls or email requests
• Working and prioritizing MACD work.
• Perform technical PD including remote access logins via pollers and VPN
• Respond to reported service outages, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Follow ITIL change processes
• Engaging External Vendors for TAC cases or knowledge base articles when necessary
• Collaborating with the cross functional teams to ensure timely and efficient restoral of services.
• Logging all incidents progress and resolution, analyze if there are recurring or chronic issues.
• Follow and execute incident, problem, requests and monitor change implementation schedules
• Communicate status and updates directly to customer and involved teams
• Communicating with upper management if major issues are found
• Work on call rotation and perform MACD during customer windows.