AT&T Staff Assoc, Work Center Tech Support in Bengaluru, India

Tier T1.5 or Service Technician for GCSC Team.

Roles and Responsibilities:

First responders supporting AT&T GCSC Customers.

Performing network triage, problem isolation and resolution.

Engage Tier 2/GT3/.TAC’s on time ensuring all deep level PD is done & provide necessary inputs to high level teams.

Managing the process of Service restoral and break/fix functions Scope include – Analyze and escalate

Prioritizing and analyzing the events in the network

Sniffer Traces and Analyze data collected.

Support Service Delivery Functions such as

IMAC Support

Logical Configurations of Network Devices

Physical Configurations

Changes in the Network Infrastructure

Upgrades in the Network Infrastructure

Support Security Readiness

IOS Upgrades

Logical Configuration to mitigate any Defects on Security.

Resolve problems for Network software or hardware resources when unavailable or when there is degradation in performance impacting business processes.

Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.

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 analyzing and testing plans.

Escalate ticket according to process based on the established intervals.

Key Competencies and Skills:

Network troubleshooting/engineering experience

Strong Knowledge Cisco Routers/Switches

Experience in LAN Switching. vLAN’s, configuration

Experience in WAN Router protocols, routing and configuration

Exposure to WIFI technologies

Very Good Knowledge on LAN and WAN networks

Support Network Security Audit Readiness

Riverbed WAAS Technologies

Aruba/Cisco Wireless Technologies

Cisco Switch, Router

Juniper Switch, Router

Familiar with VPN, eVPN technologies

Knowledge on WAN Transport such as MPLS, Frame Relay, etc.

Load Balancer Technologies such as BIG IP and Cisco

Experience in at least one of the technologies below:

o Knowledge on Firewalls

o Experience in ATM , BIG IP,CISCO ACE, CSS--Load Balancing,



o CISCO, Aruba -Wireless

o Net-Scaler

o Nexus

o Preferably like to have one to two of the skills above- if all possible.

Professional Skills:-

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

Excellent telephone manner

Be able to support Shift and weekend Schedules

Adequate problem solving skills

Professionalism at all times

Adequately skilled in the use of PC, Network 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

Education and Qualifications:

a. Must be able to speak and communicate clearly in English.

b. All Candidates have 2 years of IT Expereince and or Education in Computer Science

c. 4 Year Degree in Computing/Engineering/IT

d. All Candidates have Certifications at least a CCNA certificate

e. All Candidates have one or two critical skills that I require to support the day to day operations such as BELOW:

• Riverbed WAAS

• BIG IP (F5)/CISCO Load Balancers

• Cisco/Aruba Wireless

• Nexus (Switch/Router

• Juniper (Switch/Router)

• NetScaler

• eVPN/VPN Technologies

Additional Information:

4 Year Degree in Computing/Engineering/IT