Job Description:
- Expertise in Performing network triage at Tier 1.5
- Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
- Responsible for all 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
- Ensure 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.
Technical Skills:-
- Network troubleshooting/engineering experience
- Strong Knowledge Cisco & Juniper Routers/Switches, routers
- Experience in LAN Switching, routing
- Very Good Knowledge on LAN and WAN networks, circuits
- Knowledge on WAN/LAN Technologies – Cisco, Juniper - Switches, Routers, WLC, WAPs, . Load Balancers, Firewalls, WAN Circuits, Call manager,
- VoIP Call Manager skills – Cisco, Nortel, Avaya - Call Forwarding, Caller ID’s/CNAMs, Hunt Groups, Conferencing features, Time of day routing, Call groups, Call monitoring, audio and/or application-related issues, account issues.
Professional Skills:-
- Excellent communication skills (verbal & written, technical & interpersonal)
- Excellent telephone manner
- Excellent problem solving skills
- Highly skilled in the use of PC systems and applications
- Resourcefulness and flexibility, 24X7 working environment. Predominantly US Business hours
- Ability to work well in a team
Weekly Hours:
40
Time Type:
Regular
Location:
Bangalore, Karnataka, India
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
Job ID R-51259 Date posted 01/16/2025
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Benefits
Invested in your satisfaction and continued success.
We take care of our own here (hint: that could be you). Our benefits and rewards mean we cover some of your biggest needs with some of the coolest offerings. We already think we’re a pretty great place to work. We’re just trying to rack up some bonus points.
Let’s start with the big one: Your work gets rewarded with competitive compensation and benefits. It really does pay to be on our team.
Compensation
When it comes to priorities, we know family tops the list. For the moments that matter the most, you'll be there for them, and we'll be here for you.
Family Leave
Vacation? Staycation? Heck, let’s take a road trip. On top of paid holidays, chill out with paid time off (PTO) that you can spend any way you want.
Paid Time Off
Our people have class. Literally. We can help you out on approved education costs with our tuition assistance plan.
Tuition
Assistance
Here’s another reason to breathe easy: You and your family get access to excellent medical, dental and vision insurance options.
Insurance Options
Wanna make your friends really jealous? You’ll get discounted access to the latest and greatest AT&T products and services — plus other awesome items, like tickets to live events.
Discounts
You strike us as an over-achiever (don’t worry, it’s a compliment). Our training and development programs are your ticket to expert status in your job.
Training & Development
When the day comes that you get some much needed R&R (not that you’d ever want to leave #LifeAtATT) you’ll know your future is set with the AT&T Retirement Savings Plan (ARSP).
Savings
Give back to your community and connect with colleagues through social and team-building events, and annual paid time off for volunteer efforts of your choice.
Community & Team Events
Wellness resources and incentives to help you prioritize your health and wellbeing and be your best self inside and outside of work.
Total Wellbeing
