Job Description:

Join AT&T and help shape the future of communications and technology that connect the world. We value innovators who seek to explore the unknown and challenge the status quo. Bring your bold ideas and fearless spirit to redefine connectivity and transform how people share stories and experiences. At AT&T, you won’t just imagine the future—you’ll build it.

As a Staff Associate Work Center Tech Support, you will be responsible for:

• the day-to-day operations, maintenance, administration, configuration, problem resolution and/or technical support for voice and data infrastructure related hardware and software.

• technical troubleshooting and leadership skills to be able to recover from complex network problems to restore service. It also involves consulting with clients, hardware/software vendors and various voice/data support groups Includes direct technical support for all products delivered in this 24x7 hour environment.

• monitoring and responding to technical hardware and software problems utilizing a variety of tools and techniques in support of routers, servers, gateways, etc. 

What you'll do:

• Contribute to BVOIP Services Center goals of providing world class customer service for ATT Network Services.

• Work closely with internal and external technical teams/organization and leadership to resolve customer issues.

• Ensure world class customer satisfaction through proactive communication of all problems.

• 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.

What you'll bring:

• 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

• Proficient in multitasking.

• Ability to master new tasks with minimal training.

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

• Working experience with network topologies such as: ISDN, Frame Relay, T1, T3, DS3, ATM, OC-N, SONET, DWDM, and xDSL.

• Working experience with different protocols such as: TCP/IP, ICMP, UDP, SNMP, SMTP, RIP, OSPF, EIGRP, BGP, MGCP, H323, SIP

• Familiar with network monitoring tools and ticketing systems such as SMARTS, Prognosis and IRIS. 

• Understanding of LAN and WAN Internetworking Devices: Functions of Internetworking, Linking Devices (Routers, Switches and Gateways. Configuring, Routing IP Addresses, and Subnetting.

• Desired experience with Internet services such as: DNS, Radius, etc.

• Understanding of operating systems, applications, programming environments, network elements, interfaces, and databases; working knowledge of the flow of data between various network infrastructures and their end points.

• Required Intermediate level knowledge working with the following: Configuring Cisco Router and Switches. 

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

• Desired knowledge working with the following: Web caching, Content networking, Video over IP, and TDM Switches.

• Working experience with multi-vendor firewall and VPN devices such as Cisco PIX, ASA, ACS, Check Point, Netscreen, Nortel Contivity, etc.

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.

• Multiple certifications are desired including but not limited to the following: CCNA, CCNP, CCVP

Working hours:US working hours (covering the the US time from 8am to 5pm EST or 3pm to 12.00am EST)

Location: Brno, hybrid working model, 1-3 days in the office

Monthly gross salary for our Staff Associate Work Center Tech Support starts from 38 691CZK. Individual starting salary may depend on experience, expertise, and education/training.  

Joining our team comes with amazing perks and benefits:

• Annual Bonus & Annual Salary Increase

• Meal benefit (180 CZK electronic meal voucher / 100 CZK meal lump)

• Group risk rife insurance

• Premium medical services (available also to family members at a reduced price)

• Wellness & leisure time contribution (Benefit Plus)

• Multisport card from your leisure points

• Sickness compensation Plan

• Pension contribution

• 25 days of vacation

• Service anniversary scheme (extra days off and non-monetary bonus)

• Family-friendly benefits

• Volunteering day

• Employee Assistance Program (free psychological, legal and financial counseling)

• International Employee Referral Program

• Various discounts

• Free coffee and fruit

• Free parking in the AT&T office

Ready to find out more? Apply today!

Weekly Hours:

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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.