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For your reference, we have included the original job posting below.
Assoc Tech Support Anlys Ntwk
Job Number:
26848522
Company Name:
AT&T
Job Location:
SHOREVIEW, MN US
Job Categories:
Information Technology Engineering & Architecture
Assoc Tech Support Anlys Ntwk
Description
Don't miss this opportunity to join the company recognized by Fortune magazine as the World's Most Admired Telecommunications Company and ranked #2 on DiversityInc's list of 2009 Top50 Companies for Diversity.
As the largest communications company in the world, more than 120 million customers count on us every day to deliver the wireless, Internet, data and advertising services that fuel their businesses and connect them to their world. You will find yourself connecting communications and technology with opportunities that will take you to places you never imagined.
Learn more about AT&T's cutting edge opportunities with a wide range of career paths in emerging and ground breaking technologies. We're so much more than just a phone company!
Working as an Associate Technical Support Analyst, you will provide a high level of skills in identification and resolution of complex product/service problems and will be required to have a high level of knowledge of one or more reported products/services within the business unit. You will be responsible for conducting complex system emulation/simulation activities to identify problems, coordinate with Network/Engineering on system modifications/changes and problem resolution with Field staff.
Additional Responsibilities:
Coordinate with and interact as an advocate to the vendor to resolve technical issues as well as troubleshoot with vendors, customers, and peers, and perform root cause analysis
Implement changes to new or existing products and features and will need to have the Use skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures
Report to a second level manager
Must be available to work in a 24x7x365 environment
Occasional travel may be required
This position may be responsible for contributing to AT&T's compliance with environmental laws and regulations as applicable to its job function. This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions.
Specific details of this position are:
Serves as escalation point for support of network operations by troubleshooting customer devices and end-to-end services, identifying sources of problems, and resolving configuration issues. Configures network sniffer trace tools and analyzes the trace information to determine and correct performance problems and issues. Monitor elements, fault identification and management, performance reporting, real-time performance tuning, and capacity planning and analysis. Engages equipment and service vendors to support network operations. Assists in compiling and delivering service level reporting to client on performance and capacity reporting. Responds to and may implement client requests and notifies them of network problems and the impact on customer's business. Acts on client's behalf in handling network problems and changes.
Description of duties: Responsible for Second and Third level support and maintenance of the client's WAN and LAN for both data and VoIP infrastructure including MPLS, ATM, AVPN, Frame Relay, and dedicated circuits using mainly Cisco equipment. Provide phone support to troubleshoot network problems with both internal and external customers. Coordinate vendor activities to provide problem resolution within contractual time lines and service level agreements. Provide proactive support using network management tools. Test all backup facilities on a regular basis. Follow problem management guidelines to ensure all problems are accurately documented for historical records and root cause analysis. Ensure change management guidelines are followed while coordinating change activity. Ensure all change activity is documented and the documentation is updated for later support. Provide 2nd and 3rd level support for the client's tier 1 helpdesk. Provide 24 hour support of the network infrastructure.
Qualifications
Skills and Qualifications:
Cisco CCNA certification required as a minimum.
Five + years of experience supporting and implementing data communications infrastructure using mainly Cisco equipment.
Possess strong customer service skills which have been used in an environment requiring direct customer contact.
Experience with the maintenance of a large corporate network consisting of multiple routers, switches and various network equipment.
Experience with protocols such as TCP/IP, VoIP, Appletalk, SDLC, and SNA.
Understands and has experience working with leased line facilities and the vendors that provide those services.
User experience with HP Openview, CiscoWorks, and network capacity planning tools.
Position is located on-site with the client.
Occasional travel is required.
Off-shift and weekend work required, participating in an on-call rotation.
Work schedule may be periodically adjusted due to business needs.
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
