AT&T-Principal-Advanced Technical Support
ATT-Principal-Advanced Technical Support - Job #: 1208125
End-to-end Tier 3 support for ATT Telepresence Solution platform Deliver the highest level (Tier-3) of network technical support within ATT's technical support structure requiring 24x7 on call from escalating organizations including but not limited to Tier-2 Operations and NPE. 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 Tier-2, Labs, and the vendor(s) to restore service. Responsible for the investigation and management of all follow-up activities needed to determine root cause, attempt problem recreation in the Tier Support lab, identify workarounds when feasible, coordinate with Labs for delivery and certification of vendor fixes or design changes, and planning for the eventual implementation within the network. Develop scripts to pro-actively identify known defect signatures and define the least intrusive recovery processes. Develop scripts to extract forensic data from network elements and analyze to identify potential patterns of unexpected behavior needed to understand root cause. Ultimately responsible for the reliability of the end-to-end network and the quality of the delivered service - tracking and analyzing outage patterns leading to identification of chronic issues. Nature of Contribution- Expert level technical professional. Technical authority within organization. Contributes through own development of advanced technologies or concepts with global reach or industry application. Has direct impact on creation of technical products/services and serves as a role model and a mentor. Knowledge - Has extensive specialized technical expertise and applies expert knowledge and broad understanding of multiple disciplines. Integrates expert knowledge of technical principles and methods of multiple disciplines with knowledge of products/ services and internal operations. Advisor on ATT technologies, systems and/or procedures. Analysis and Problem Solving - Solves complex, critical problems related to significant and unique issues. Uses extensive research and interpretative thinking. Utilizes innovative methods in developing solutions and works on abstract problems requiring evaluation of intangible variables. Independence - Guided by functional goals and objectives and may influence organization goals and objectives. Applies discretion to develop innovative solutions to problems without precedent. Contribution to ATT Technology - Lead contributor on critical projects and technology initiatives. Develops integrated solutions across the organization. Contributes to complex and innovative business solutions to achieve strategic objectives. Communication- Provides technical expertise to peers across the company. Actively promotes good working relationships. Develops mutually beneficial strategic alliances with customers. Additional Responsibilities 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 in order to achieve successful implementation without negative impact to customer service First-line product support or fix problems in malfunctioning equipment or software This position may be responsible for contributing to ATT's compliance with environmental laws and regulations as applicable to its job function. This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions. PLEASE BE SURE TO MENTION THAT YOU SAW THIS AD ON JOBING.COM!!! Please submit resume online below.