Job Description:

Job Functions

· Act as an interface to customers, accepting trouble reports and dispatching them to appropriate personnel and/or carriers.

· Actively troubleshoot and diagnose problems.

· Interact with internal/external teams/vendors and customers to report events and/or resolution of events.

· Participate in tracking and prioritization of ticket-handling, including inter-shift turnover.

· Escalate or handoff tickets to appropriate group or center.

· Ability to fully document information in Trouble Ticketing application.

· Possess excellent communication skills.

· Utilize tools available – manuals, web-based documentation, and lab

· Ability to follow instructions - both written and verbal.

· Ensure problems are satisfactorily resolved in a timely manner with focus on providing a high level of support for all customers.

Skills Required

· Excellent Customer Service Skills

· Self managing, self directing

· Quick to Learn New Skills

· Team Worker

· Intermediate to Advanced Analytical Skills

· Persistent with Tasks

· Calm and Patient Under Pressure

· Excellent Written and Verbal Communication Skills

· Knowledge and understanding of ATT various networks and infrastructures.

· Knowledge of Customer Networks including any and all technologies.

· Proficient in multitasking.

· Ability to master new tasks with minimal training.

· Working experience with routers, switches, VOIP, WAN, LAN. (Cisco, Edgewater)

·  Experience with Cisco Unified Communication System, VoIP Gateways and Unified Messaging.

Education/Previous Job Experience

· Minimum two years of college or equivalent post-high-school education or experience.

· Previous work experience in a related area and/or time spent doing similar work that provides the background for the current position.

Weekly Hours:

Time Type:

Location:

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.