Staff Associate Work Center Technical Support
The Job
• To proactively manage and monitor network performance on customers network round the clock(7x24) to meet customers' Service Level expectations
• To systematically analyse and diagnose network faults
• Conduct root cause analysis on network fault
• To effectively manage service providers and equipment vendors
• To articulate well with customer's technical and management staff on network issues (eg. Fault reporting, statusing and escalation)
• Acting as single point of contact (SPOC) to AT&T customer for problem reporting
Taking care of incoming calls from AT&T customers, Local ISPs and counterparts of other AT&T Centers
• Performing problem isolation and resolution, including verifying AT&T services, working with ISPs for circuit related issue and carrying out internal & external escalation
• Scheduling testing tasks with ISPs, customer site personnel and other AT&T support centers.
• Facilitating direct communication among customer, AT&T and suppliers by establishing conference meeting
• Manipulating AT&T problem ticketing systems and other operation related tools
• Requesting and Interfacing with AT&T Tiered supports and Service Management to address customer issues
• To proactively manage and monitor network performance on customers network round the clock(7x24) to meet customers' Service Level expectations
• To systematically analyse and diagnose network faults
• Conduct root cause analysis on network fault
• To effectively manage service providers and equipment vendors
• To articulate well with customer's technical and management staff on network issues (eg. Fault reporting, statusing and escalation)
• Acting as single point of contact (SPOC) to AT&T customer for problem reporting
Taking care of incoming calls from AT&T customers, Local ISPs and counterparts of other AT&T Centers
• Performing problem isolation and resolution, including verifying AT&T services, working with ISPs for circuit related issue and carrying out internal & external escalation
• Scheduling testing tasks with ISPs, customer site personnel and other AT&T support centers.
• Facilitating direct communication among customer, AT&T and suppliers by establishing conference meeting
• Manipulating AT&T problem ticketing systems and other operation related tools
• Requesting and Interfacing with AT&T Tiered supports and Service Management to address customer issues
Requisition ID: 144593
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