Staff Assoc, Work Center Tech Support

☞ AT&T

View: 106

Update day: 06-05-2024

Location: Bengaluru / Bangalore Karnataka

Category: Information Technology

Industry: Telecommunications

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Job content

Tech will perform a multi-functional maintenance role in support of ADI customers. Tech will be the point of contact for ADI Customers whether the issue is proactively detected or reactively called in by the customer. In order to perform this function, a multitude of tools, telephone and systems will be utilized in order to bring the issues to resolution.

Key Responsibilities and Accountabilities
  • Responsible for the identification, analysis, and sectionalization of customer circuit impairments, as well as any other IP protocol related issues
  • Responsible for incoming calls from MIS and PNT customers, as well as handling proactive and reactive tickets generated on the customer’s behalf in response to potential circuit impairments
  • Conduct in-depth analysis of circuit impairments by assessing data output from a multitude of support systems.
  • Quickly and accurately analyzing data presented and available in support systems, contacting the external customer. Goal to contact customer, prior to customer contacting AT&T.
  • Negotiate with supporting centers, coordinating tests plans, communicating findings directly with customer.
  • Escalate to senior management as necessary in support of established DMOQ’s (Direct Measure of Quality)
Ability to work Layer2 and above issues, for example Bandwidth, routing and latency related issues"

"• Solid experience in : TCP/IP, LAN, WAN, routing & switching protocols.
  • CCNP certified with minimum 4 years of experience in networking technologies
  • For this position candidates should possess excellent verbal communication skills and proficient writing ability.
  • Problem solving, able to work under pressure with perfect time management.
  • Resourcefulness and flexibility.
  • Ability to multitask and work towards deadline.
  • Interface effectively and professionally with all levels of management both internally and externally
  • Excellent problem solving, Communication and presentation skills, Must have a strong command of the English language (verbal & written, technical & interpersonal)
  • Strong customer care experience in dealing with business customers. especially in Telco, ISP.
  • Time management and ability to prioritize
  • Demonstrate ability to work and communicate well with AT&T Customers and with internal support groups and recommend diagnostic tests based on degree of service impairment and status customer on a regular basis"
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Deadline: 20-06-2024

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