AT&T Senior-Advanced Technical Support in Topeka, Kansas
As a Senior-Advanced Technical Support you are part of the Advanced Technical Support – Network Reliability & Technical Support organization (ATS-NR&TS) working in the field and office environment (about 50/50) and delivering the highest level (Tier 3) of network technical support within AT&T's technical support structure requiring 24x7 on call from escalating organizations including but not limited to Tier 2 Operations and TP&E for synchronization network equipment in the Wireline and Wireless networks. This position provides the technical troubleshooting and leadership skills required to recover from the most complex network problems in real time, directing the activities of technical resources from Field Ops, Tier 2, Labs, and vendor(s) to restore service.
This position is responsible for the investigation and management of all follow-up activities needed to determine root cause such as attempting problem recreation in the Tier Support lab, identifying workarounds when feasible, coordinating with Labs for delivery and certification of vendor fixes or design changes, and planning for the eventual implementation within the network. Developing scripts to pro-actively identify known defect signatures and define the least intrusive recovery processes as well as developing scripts to extract forensic data from network elements for analysis to identify potential patterns of unexpected behavior needed to understand root cause. Individuals in this position are ultimately responsible for the reliability of the end-to-end network and the quality of the delivered service, as well as tracking and analyzing outage patterns leading to identification of chronic issues.
Remote and onsite support for hardware and software upgrades due to Product Change Notices is provided as well as support for TP&E’s issued capital jobs to augment sync capacity, replace faulty sync equipment, or replace MD’d equipment. The latter includes a wide variety of activities ranging from advising TP&E on design and product selection, providing support for the equipment installation vendor, arranging for IP connectivity to equipment test & turn up and performing the office cutovers.
Responsibilities also include managing the risk of new technology introduction by developing and testing of the detailed methods and procedures for the introduction of new technology and the handoff to Tier 2 Network Operations and Project Management for field implementation. Supporting FFA installations of new technology to create a national model ensuring consistency within network. Developing troubleshooting guides and delivering knowledge transfer on supported synchronization network elements and design. Gathering and analyzing relevant network element field data to validate the expected improvements and features of the field changes.
Deep technical understanding of network synchronization (Wireline and Mobility)
Working knowledge of synchronization protocols (PTP / NTP)
Extensive experience with providing Tier 2 equipment maintenance support
Extensive experience in transport including TDM and Ethernet
Working understanding of Mobility network architecture
Experience with center support systems
Working knowledge of SS7/e911 protocols
Have a full understanding of the technical support structure
Experience with test equipment used for synchronization commissioning and trouble resolution
Proficiency in script writing is a strong plus
Able to grasp new technologies and vendor specific products quickly and efficiently
Strong, innovative team player, who works well under pressure and is able to apply critical and creative thinking to small and complex problems alike.
Highly motivated and self-directed
Excellent communication skills
Strong technical writing and documentation skills
This position requires travel, for which a company vehicle will be provided. The candidate needs to be available 24x7 and have the ability to deploy with little notice to support our network when needed.
Nature of Contribution - Seasoned technical professional who contributes through proven technical expertise. Has significant impact on department or function.
Knowledge - Subject matter expert within own discipline/specialty area and basic knowledge of other disciplines / specialty areas. Deep technical knowledge. Applies in-depth knowledge of discipline/specialty area standards and processes to work. Integrates industry experience and deep professional/ technical knowledge. Technical leader and recognized expert on select AT&T technologies, systems and/or procedures.
Analysis and Problem Solving - Solves unique problems through evaluative judgment and precedent. Independently applies sophisticated analysis in evaluating issues and develops new concepts, methods and techniques for crossfunctional initiatives. Recognizes and pursues alternative methods.
Independence - Guided by department goals and objectives. Exercises latitude in determining objectives and approaches to projects. Leads multiple projects of small to medium size and technical breadth.
Contribution to AT&T Technology - Key contributor on complex projects and initiatives. Impacts current and future business opportunities through application of specialized technical and industry knowledge. Develops methods and techniques based on strategic project objectives.
Communication - Provides technical guidance and explains advanced concepts to others in work area. May mentor others in department. Coordinates across multiple departments. Promotes active listening and open communication. Provides leadership and guidance to others.
Evaluation of new products and technology from vendors.
Implementation of upgraded software releases.
Implementation of life-cycle operation systems.
Analysis of new equipment installations to determine their acceptability for use.
Coordination and approval of the necessary software and hardware upgrades of network/video elements and operation support systems that require vendor interaction, design, and testing.
Implementation of required upgrades.
Subject matter expert (SME) on projects requiring highly technical advice and counsel to achieve successful implementation without negative impact to customer service.
First-line product support or fix problems in malfunctioning equipment or software.
Required Qualifications -
Understanding of Operating Systems
Understanding of Design and Implementation and database development
Understanding of IP Protocols, Service Applications and Multicast
Understanding of Layer 1, 2 and 3 Protocols
Understanding of Network Management and Performance
Understanding of RF and Signaling techniques
Expert in Network reconfiguration and rehoming
Expert in Design and Implementation - (Networks (all Layers); VPNs; Network management)
Expert in Maintenance (patch) release implementation processes (network elements (all layers), OS, server, EMS, applications)
Expert in Network reconfiguration and rehoming
Desired Qualifications -
Bachelor of Science in CS, EE, Math, Physics, MIS, Telecom, Sciences
8-10 years experience
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.