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Senior -Advanced Technical Support

AT&T

Location: Tampa, Florida
Type: Full-Time, Non-Remote
Posted on: October 18, 2021
This job is no longer available from the source.
Deliver the highest level (Tier-3) of network technical support within AT&T's technical support structure requiring 24x7 on call from escalating organizations including but not limited to Tier-2 Operations and NPE. Provides the technical troubleshooting and leadership skills required to recover from the most complex network problems in real time, directing the activities of technical resources from Tier-2, Labs, and the vendor(s) to restore service. Responsible for the investigation and management of all follow-up activities needed to determine root cause, attempt problem recreation in the Tier Support lab, identify workarounds when feasible, coordinate with Labs for delivery and certification of vendor fixes or design changes, and planning for the eventual implementation within the network. Develop scripts to pro-actively identify known defect signatures and define the least intrusive recovery processes.  Develop scripts to extract forensic data from network elements and analyze to identify potential patterns of unexpected behavior needed to understand root cause. Ultimately responsible for the reliability of the end-to-end network and the quality of the delivered service - tracking and analyzing outage patterns leading to identification of chronic issues.
Job Summary
The Global Tier 3 (GT3) engineer is responsible for evaluating and resolving customer's issue which might involve working directly with the customer, vendor and other support groups within AT&T. He or She must be able to dynamically multitask on diverse issues and work in a fast pace SLA driven environment providing last level support for AT&T customers for all service lines across the globe.
Although this position is focused at the Tier 3 support component of GT3 work, engineer must be able lead technical project work and network architecture development.
Roles and Responsibilities:
GT3 Engineer will work tickets from the GT3 AOTS fault queue. Tickets come into this queue from all Tier 2 organizations around the globe and relate to generally complex faults that could not be resolved at Tier 1 and Tier 2 levels. Tickets are assigned automatically according to severity and engineer profile. Tickets require in-depth technical knowledge and a rigorous approach to problem determination. Engineer is responsible to own the ticket through to resolution.
This requires
* Excellent problem diagnosis skills, examining network environments and applying knowledge and skills to determine root cause.
* Direct customer contact to progress problems.
* Engaging other AT&T departments in relevant geographies.
* Organizing and participating in conference bridges to resolve problems.
* Driving vendors - notably TAC - to identify bugs and provide workarounds to live customer issues.
* Creating and documenting Action Plans to drive problems to closure.
Key Competencies and Skills:
Must demonstrate very detailed knowledge and significant working experience of:
* Cisco, Juniper, Arista, HP routers/switches configuration and troubleshooting in enterprise LAN/WAN/Datacenter environment
* Routing protocols: BGP, OSPF, EIGRP
* Detailed knowledge of technologies such as VPN, MPLS, IPSEC, Voice/IPT , QoS, WAN acceleration, Load balancing
* Ability to analyze packets and protocols
* Understanding of SDWAN principles
Candidate should also demonstrate the following skills:
* Ownership - managing issues to resolution
* A methodical approach to problem-solving
* Ability to set priorities and make decisions
* Ability to learn quickly and apply new knowledge in real world
* Well-developed verbal and written communication skills
Required Qualifications -
• Understanding of Operating Systems
• Understanding of Design and Implementation and database development
• Understanding of IP Protocols, Service Applications and Multicast
• Understanding of Layer 1, 2 and 3 Protocols
• Understanding of Network Management and Performance
• Understanding of RF and Signaling techniques
• Expert in Network reconfiguration and rehoming
• Expert in Design and Implementation - (Networks (all Layers); VPNs; Network management)
• Expert in Maintenance (patch) release implementation processes (network elements (all layers), OS, server, EMS, applications)
• Expert in Network reconfiguration and rehoming
Desired Qualifications -
• Bachelor of Science in CS, EE, Math, Physics, MIS, Telecom, Sciences
• 8-10 years experience
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws
Required Qualifications -
• Understanding of Operating Systems
• Understanding of Design and Implementation and database development
• Understanding of IP Protocols, Service Applications and Multicast
• Understanding of Layer 1, 2 and 3 Protocols
• Understanding of Network Management and Performance
• Understanding of RF and Signaling techniques
• Expert in Network reconfiguration and rehoming
• Expert in Design and Implementation - (Networks (all Layers); VPNs; Network management)
• Expert in Maintenance (patch) release implementation processes (network elements (all layers), OS, server, EMS, applications)
• Expert in Network reconfiguration and rehoming
Desired Qualifications -
• Bachelor of Science in CS, EE, Math, Physics, MIS, Telecom, Sciences
• 8-10 years experience
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws
Employment Type: Full-time