02/08 Ritika Bhatnagar
Recruitment Team at AT&T

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AT&T - Walkin - Integrated Service Desk Engineer - Incident Management/Network Technical Operations (5-9 yrs)

Bangalore Job Code: 475980

Job Description :

- AT&T is currently hiring talented Incident Management, Network technical Operations Professionals with good hands-on experience on WAN, LAN & Voice technologies to manage the IT operations with AT&T, Bangalore.

- We are pleased to inform that you are required to appear for a F2F interview with us on -

Time : 9.30 AM - 1.00 PM

Date : 3rd August 2019, Saturday

Venue :

AT&T Communication Services India Pvt. Ltd., 10th floor - Innovator Building,
ITPB Whitefield Road, Bangalore 560066

Contact Person Name: Archana Raj (HR Staffing, International)

Note : Please carry below documents

- Updated Resume

- Government ID proof

Please find the below Job Description :

Experience : 5 -9 Years

Job Location : Bangalore

Timings : 24- 7 - Rotational Shifts (Day/EMEA/US)

Job Description :

- Integrated Service Desk (ISD) Engineer will perform a multi-functional maintenance role in support of WAN/LAN, SDWAN, Wireless technologies, performance monitoring and skilled in supporting Global Customers.

- ISD Engineer will be the Single Point of Contact for the network issues proactively detected or reactively reported by the customers.

- To perform this function, a multitude of support centres, vendors, customer, tools, processes, telephone and systems will be utilized to bring the issues to resolution.

Roles and Responsibilities :

- Primary responsibility is customer service and support.

- SPOC for Customer, Customer communication

- Being present and available to clients requiring technical assistance.

- Respond to email and inbound calls and also need to make out calls where ever its required.

- Become familiar with each client and their respective applications.

- Provide 24x7 Support for monitoring incident alerts through device management tool.

- Interface with Local customer Site Contacts, Customer NOC & Vendors.

- Understand, analyze and troubleshoot incidents to ensure resolution.

- Own Site Level issues.

- Update the ticketing tool with regular updates.

- Interface with transport team to work with PTT/ISP for Circuit break fix

- Follow appropriate escalation matrix to restore the services

Performance Monitoring :

- 24x7 Monitoring of Bandwidth utilization monitoring

- Tracking of Notification of Threshold breaches across multiple service lines including WAN/Hosting/Storage.

- Analyze Technical data, Application traffic per site and user and major contributors and root cause of high utilization.

- Customer notification of Top Talkers, Utilization and Traffic Analysis reports.

- Partner with LCM Engineering/Architects to reroute traffic.

- Traffic Analysis & Reports for LCM team for specific sites.

Key Competencies and Skills :

General Requirements :

- Professional approach and helpful attitude; good interpersonal skills and ability to work well with others.

- Ability to utilize the applications for Microsoft Office for support, reporting and documentation.

- Excellent oral and written communication skills.

- Ability to provide technical support over the phone; good voice call handling skills, professional demeanor, previous customer service experience strongly desired.

- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

- Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

- Creativity. Ability to think around problems and come up with creative solutions is helpful.

Technical Skills :

Very Good Knowledge on WAN, LAN & Wireless Technologies :

- Basic knowledge on SDN/SDWAN - Viptela, Velocloud, Silverpeak

- Experience in LAN Switching, WAN Router protocols, routing and configuration

- Working knowledge on TCP/ IP, Layer 2 & Layer 3 Switches, Leased Lines

- Working knowledge Wireless Network & Wireless Security

- Basics of VPN and Firewall, Routers, Switches configuration, Configuration and Customization of IP routing gateways.

- Information about Fiber Optics Cables and Fiber Optics Terminating devices.

- Hands-on in using the Network monitoring and performance monitoring tools like Ethereal, Route Explorer, Net Flow, Wireshark, Nessus, Netbrain, SolarWinds etc.,

- Identifying the top users, top applications, ports, type of traffic etc., using the monitoring tools

- Knowledge on Transport technologies such as MPLS, Metro Ethernet etc.

- NOC experience would be added advantage. Service-oriented and customer focus.

- Hard-working, strong problem-solving skills with creative and analytical mindset

- Good verbal and written communication skills

Education and Qualifications :

- 2 to 5 years of experience in Technical Service desk as network engineer, Incident management team, NOC, Networking, Telecommunication.

- ITIL & CCNA Certification would be an added advantage.

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