Specialist Network Technology Support

AT&T is hiring a Specialist Network Technology Support in Bengaluru, India. The role involves providing advanced technical support for Uverse services, managing incident tickets, collaborating with teams, and documenting processes. Candidates should have a Bachelor's degree or equivalent experience, with 3-5 years in technical support, particularly in telecommunications. The position requires shift work in a 24x7 environment and knowledge of FTTx network services.
Job Description:

Key Responsibilities:

Technical Support:
1. Provide advanced technical support for Uverse Core services, including HSIA/DSL internet and voice.
2. Troubleshoot and resolve complex technical issues related to Uverse equipment and services which includes Nokia/Alcatel shelfs.
3. Work closely with fiber support teams to escalate and resolve issues in a timely manner.

Incident Management:
1. Monitor and manage incident tickets, ensuring timely resolution and communication with stakeholders.
2. Perform root cause analysis for recurring issues and implement corrective actions.

Collaboration:
1. Collaborate with cross-functional teams, including Fault Management Team, Field operations, and customer support teams, to resolve technical challenges.
2. Participate in regular team meetings and provide technical insights and updates.

Documentation and Reporting:
1. Maintain accurate and detailed documentation of troubleshooting steps and resolutions.
2. Generate and analyze reports on common issues and trends to improve services.

Continuous Improvement:
1. Stay up-to-date with the latest Uverse Network technology and industry trends.
2. Identify opportunities for process improvements and contribute to the development of best practices.

Shift Work Requirements: 24x7 work environment – willing and able to work all shifts, including weekends, nights, and holiday.

Qualifications:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
2. Minimum of 3-5 years of experience in a technical support role, preferably in the telecommunications industry.
3. Strong knowledge of FTTx network services and related technologies.
4. Proficient in network troubleshooting tools and methodologies.
5. Excellent analytical and problem-solving skills.
6. Strong communication and interpersonal skills.
7. Ability to work independently and as part of a team.
8. Experience with ticketing systems and incident management processes.

Preferred Qualifications:

1. Certifications such as CCNA, CCNP, or equivalent.
2. Experience with network protocols, including TCP/IP, FTTx, and DHCP.
3. Able to troubleshoot Layer 1/2/3 services and associated devices.

Weekly Hours:
40

Time Type:
Regular

Location:
Bangalore, Karnataka, India

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.