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Job Description

  • 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 sectionalization and testing plans.

  • Escalate ticket according to process based on the established intervals.

Primary Skills

  • Minimum 3 years experience in Network troubleshooting/engineering

  • Strong Knowledge Cisco Routers/Switches

  • Experience in LAN Switching

  • Exposure to WIFI technologies for handling light weigh AP.

  • Very Good Knowledge of LAN and WAN networks

  • Knowledge of MPLS and Load Balancers

  • Experience in Foundry Routers/Switches Allied Telesyn Routers, Load Balancers (Foundry, Alteon, Cisco & F5)

  • Knowledge of 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

  • 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

  • Knowledge about Firewalls, Juniper Net Screen

  • Expert Knowledge of Nexus 5K, 7K, 9K

  • Excellent communication skills (verbal & written, technical & interpersonal)

  • Excellent telephone manner

  • Excellent problem-solving skills

  • Professionalism always

  • Excellent time management skills

  • Highly skilled in the use of PC systems and applications

  • Ability to work well under pressure, set priorities, and make well-considered decisions

  • Drive, enthusiasm, initiative, commitment, and self-motivation

  • Resourcefulness and flexibility

  • Ability to work well in a team

Job ID 2173175I Date posted 12/06/2021
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