Senior Advanced Technical Support

Senior Advanced Technical Support

Description Position is for Senior-Advanced Technical Support in the Layer 2/3 organization. Deliver the highest level (Tier-3) of network technical support within AT&T technical support structure requiring 24x7 on call from escalating organizations including but not limited to Tier-2 Operations and NPE. Position requires expert working knowledge and an expert understanding of Layer 2& 3 networks and protocols including TCP/IP, FR/ATM, Ethernet bridging/switching, DSL, RSVP, BGP, and BFD. In depth understanding of Layer 2&3 platforms including IPAG, CRS-1/3, Mobility MSN, and IPDSLAM. Expert working knowledge related to the setup, configuration, upgrade and management of Layer 2 and 3 elements. Solid background and experience in the use of network and packet analyzers and other tools to isolate the cause of performance issues. Significant knowledge or working background in Layer 1 transport technologies and services such as TDM, Sonet, ISDN, and Ethernet over copper, Ethernet over TDM and PPP over Ethernet. Basic understanding of various services including DNS and DHCP. Proven track record working with vendors in the resolution of major hardware and software defects. Candidate has a reputation as an advanced troubleshooter and demonstrated the ability to isolate and recover unique, complex and visible service issues. Has significant background and experience in leading complex root cause analysis with the vendors and internal AT&T partners. Candidate has demonstrated skill and expertise taking command and control of network event restorations and incident investigations. Candidate has the knowledge and skills to apply a holistic approach to problem solving and applies good risk analysis principles to potential solutions. Position requires close partnership with Labs, Provisioning, NP&E and other organizations as an advisor, subject matter expert and lead contributor for critical projects. Candidate demonstrates proficient teaming and interaction skills and the ability to mediate opposing viewpoints, question assumptions and negotiate equitable solutions. Candidate serves as a mentor and role model to peers and other AT&T partners. Outstanding and proficient written and verbal communications which include the ability to stay on subject, leverage the use of good feedback and use content appropriate for the audience. Maintains an in-depth base of industry knowledge and techniques and applies them to the development of creative QualificationsRequired Qualifications· Ten or more years related technical experience· Strong leadership skills; must be able to develop and communicate complex ideas and solutions to an audience with wide range backgrounds and skill sets· Strong analytical skills· Significant experience in problem solving and the delivery of creative solutions· Excellent interpersonal skills· Strong written, oral and presentation skills· Working knowledge of PC applications such as Word, VISIO, Excel, PowerPoint etc.· Highest attention to detail· Must be highly organized and process oriented· Consistently meet deadlines and exhibit strong follow-though skills· Able to deliver analysis and recommendations within tight timeframes· Technical writing and reporting· In depth understanding of Best Practices and Gold Standards· Detailed understanding of protocol analyzers and test tools used within ATS. INQUAL Certification vital but not required. Valid Drivers License Desired Qualifications· BS/BA in Engineering, Computer Sciences or relevant discipline· Masters Degree in Engineering, Computer Sciences or relevant discipline· Architecture, design and implementation principles· Data and statistical analysis· Database, Operating System or EMS/NMS experience· Programming or scripting languages· Mobility technologies, interfaces, protocols· Job related certifications i.e. CCNA, CCNP, CCIE, Six Sigma, PMP Qualifications Required Qualifications· Ten or more years related technical experience· Strong leadership skills; must be able to develop and communicate complex ideas and solutions to an audience with wide range backgrounds and skill sets· Strong analytical skills· Significant experience in problem solving and the delivery of creative solutions· Excellent interpersonal skills· Strong written, oral and presentation skills· Working knowledge of PC applications such as Word, VISIO, Excel, PowerPoint etc.· Highest attention to detail· Must be highly organized and process oriented· Consistently meet deadlines and exhibit strong follow-though skills· Able to deliver analysis and recommendations within tight timeframes· Technical writing and reporting· In depth understanding of Best Practices and Gold Standards· Detailed understanding of protocol analyzers and test tools used within ATS. INQUAL Certification vital but not required . Valid Drivers License Desired Qualifications· BS/BA in Engineering, Computer Sciences or relevant discipline· Masters Degree in Engineering, Computer Sciences or relevant discipline· Architecture, design and implementation principles· Data and statistical analysis· Database, Operating System or EMS/NMS experience· Programming or scripting languages· Mobility technologies, interfaces, protocols· Job related certifications i.e. CCNA, CCNP, CCIE, Six Sigma, PMP

Requisition Number: 1104947