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Sr. Associate, Work Center Tech Support


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Job Details

Company AT&T

Job Title Sr. Associate, Work Center Tech Support

Jobid att4-4359866

Location: Hyderabad, IND

Description • Excellent Network troubleshooting/engineering experience in service provider domain.

• Strong Knowledge Cisco Routers/Switches

• Experience in LAN Switching

• Exposure to WIFI technologies for handling light weigh AP.

• Very Good Knowledge on LAN and WAN networks

• Knowledge on MPLS and Load Balancers

• Experience in Foundry Routers/Switches Allied Telesyn Routers

• Load Balancers (Foundry, Alteon, Cisco & F5)

• Knowledge on 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

**Roles and Responsibilities:**

• 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 sectionalize and testing plans.

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

**Key Competencies and Skills:**

Technical skills

• 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

• Expert knowledge on Routing protocols


• Good knowledge on Load Balancers

• Foundry, Cisco & F5)

• Knowledge about Firewalls

• Juniper Net Screen

• Data Center

• Cisco Data Center L2/L3 Technologies

• Configure & Troubleshoot Complex Layer 2 Technologies like vPC, fabric path, STP

• Configure & Troubleshoot Data Center Layer 2 overlays for example OTV, EVPN

• Configure & Troubleshoot Network management protocols for example PTP, NTP, DNS, DHCP

• Configure & Troubleshoot Traffic management for example queuing, policing, shaping

• Knowledge about layer 2 security features for example port security, MACsec, ACL, private VLAN

• Data Center Storage Networking and Compute

• Troubleshoot knowledge about Data Center Storage Protocols

• Configure and Troubleshoot infrastructure to support Block Storage Protocols like FC, FCoE, iSCSI, DCB

• Configure and Troubleshoot File Storage Protocols for example NFS, CIFS

• Troubleshoot Data Center Storage Networking Feature

• Data Center Storage Networking Features for example zoning, multi-hop technologies

• Data Center Fabric Infrastructure

• sound knowledge about SDN, Open Stack, Big Data would be added advantage

**Education and Qualifications:**

• BE/B-tech or equivalent degree in engineering with minimum 5 or maximum 8 years relevant experience in networking, service provider, telecommunications industry.

• No less than 3-4 years of working experience, preferably on customer services interfacing with clients. The daily operation is mainly on phone and computer systems.

• CCNA & CCNP certifications are highly desirable, other certification are optional

• strong hands-on experience in managing WAN networks and Cisco routers & switches Strong technical knowledge in WAN/LAN networking

• Basic concepts about Firewalls would be added advantage.

• Strong technical knowledge of telecommunication products and services

**Additional Information:**

• Shift Hours & Shift Pattern

o 24x7 Shift Rotation 5 days working, 2 days off

• Excellent command of spoken and written English, Fluent oral communications.

• Independent, self-driven and highly customer focused

• Good Interpersonal skill and able to work well in big team

At AT&T, we’re bringing it all together. We deliver advanced mobile services, next-generation TV, high-speed internet and smart solutions for people and businesses. That’s why we’re investing to be the premier integrated communications company.

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