Sr Associate Technical Customer Support

Job Description: Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it. The Network Operations Center Analyst will support the AT&T Global Client Support Center team onsite in Oakton, VA. The selected candidate must be flexible and willing to work a scheduled shift in a 24/7/365 operational support environment. This may include off-shifts, nights and weekends. In addition, some substitute rotation may be required at times. The high-level responsibilities for the Network Operations Center Analyst position are to monitor for, troubleshoot, and manage incidents for Wide Area... Network and/or Local Area Network environments for several large, custom global enterprise network deployments. The successful candidate will work in a 24x7 Network Operations Center providing tier 2 technical support of WAN/LAN networks for domestic and global clients. Previous experience in a NOC environment and troubleshooting faults in a complex network environment are required. Hours must be flexible. Job Overview: The Network Operations Center Analyst works as part of an operations team using AT&T’s iGems network monitoring platform to monitor for, troubleshoot, and manage fault conditions for several custom managed network clients. Qualified candidates should have experience and knowledge of Cisco and Juniper routers from the Command line. This position requires that the analyst be able to dynamically multitask on complex, diverse issues and work with customers in a fast-paced SLA driven environment. The expectation is that the candidate will adapt to and drive change, as well as be resourceful and self-directed. The successful candidate must demonstrate excellent communication skills to clearly document and communicate their findings, internally and externally. The candidate will interact with customers and must be able to communicate at a technical as well as non-technical level with peers, management, and customers. The successful candidate must be willing to jump into any issue, follow custom processes, and be able to technically lead the troubleshooting efforts of potentially many different internal and external entities, accurately quickly diagnose and isolate the source of the network incident, and to take appropriate action to restore service. ITIL knowledge/experience is desirable. Candidate should demonstrate a sense of urgency and appropriate level of customer advocacy to correct problems on our clients’ behalf. Qualifications REQUIRED: Work location is onsite in Oakton, VA. Candidate must be a US Citizen. Bachelor’s Degree or equivalent industry or military experience CCNA/CCNP or equivalent networking knowledge Ability to diagnose complex routing issues (Cisco/Juniper) Advanced understanding of OSPF, EIGRP, and BGP WAN troubleshooting/problem determination Excellent written and verbal communication skills Advanced Cisco Campus/Data Center LAN troubleshooting/problem determination experience Experience with F5 and/or Cisco ACE Load Balancer Advanced Juniper Campus/Data Center LAN troubleshooting/problem determination experience Advanced knowledge of and experience with Juniper JUNOS/SRX Architecture Key Roles and Responsibilities: Responsible for responding to customer inquiries that are technical in nature for consumers and small businesses; registration, home networking and complex troubleshooting for network issues, modems and PCs, multi- static IPs, pin holes, port forwarding, isolation of issues related to routers and/or Tier II and or Representatives in the Consumer Call Center organizations that support Premises Technicians, Installation and Repair (I&R) Technicians, Customer Escalations, and Customer Calls in 24x7 workforce environment. Responsible for resolution and follow up regarding inquiries relating to complex issues for product service problem resolution; recognizes and recommends operational improvements. May serve as Team Lead by providing direction and guidance to less experienced team members; may assist supervisor with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems. Education: High School Diploma or GED preferred. Experience: Typically requires 2 to 5 years relevant experience in area of responsibility. Supervisory: No. Our Sr Associate Technical Customer Support, earn between $47,600 - $100,900. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Joining our team comes with amazing perks and benefits: Medical/Dental/Vision coverage 401(k) plan Tuition reimbursement program Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) Paid Parental Leave Paid Caregiver Leave Additional sick leave beyond what state and local law require may be available but is unprotected Adoption Reimbursement Disability Benefits (short term and long term) Life and Accidental Death Insurance Supplemental benefit programs: critical illness/accident hospital indemnity/group legal Employee Assistance Programs (EAP) Extensive employee wellness programs Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws. Ready to close the deal on a career with AT&T? Apply today. Weekly Hours: 40 Time Type: Regular Location: Oakton, Virginia Salary Range: $47,600.00 - $100,900.00 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. We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world

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