AT&T Professional Network Support in Dallas, Texas
The Professional Network Support position is responsible for the requirements, testing, planning & implementation of new software, hardware & applications relative to new product delivery, systems architecture, process enhancements, infrastructure and security. Provide technical solutions and project management and any/all functions involved in the provisioning, assurance, number administration, inventory, address qualification, and local number portability applications, processes and practices. Participates in software development project activities which may include technical/business requirements and design, and technical writing including Methods & Procedures. May assist in the coordination, evaluation and partnership with technology vendors, outside consultants and internal dotted line resources as needed. Works as part of a 24X7 staff to delivers network technical support to address escalations. Provides the technical troubleshooting and leadership skills required to recover from the most complex network problems in real time to restore service. Identification of root cause, resolution, work arounds, testing & implementation of vendor / IT fixes or design changes. As subject matter experts, works closely with business partners to identify and quantify business issues associated with specific projects, develop and implement business strategy, and assist in setting strategic technical direction in support of customer facing organizations. Review and approve proposed technical systems designs to insure business requirements are met. May assist in providing leadership for projects, including such activities as collaborating with the client to develop business cases, defining business and/or technical requirements and preparing detailed plans and schedules. May lead cross-functional teams on specific issues &/or projects. May review and interpret technical documentation and vendor specifications for inclusion / adaptation into database templates. May perform work at customer location.
Key Roles and Responsibilities:
Provide direct on-site support to customers and field personnel in resolving engineering problems related to Vyatta products and technologies
Document customer issues in a service request database
Isolate and troubleshoot product and technology problems
Ensure client expectations are properly managed and that technical issues are resolved to the customer's satisfaction in a timely manner
Isolate or reproduce reported problems in a lab
Work with escalation support and product development teams to bring highly complex customer issues to timely resolution
Verify software defect fixes in a lab before software releases are provided to customer
Involvement in the creation and completion of departmental and individual goals aimed at improving Vyatta’s technical support organization
Document all events and interactions related to resolving customer’s technical issues
Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
Nature of Contribution- Fully functioning technical professional. Develops new concepts, methods and techniques.
Knowledge - Subject matter expert within own discipline/ specialty area. Applies specialized knowledge of discipline/specialty area standards and processes to work. Integrates company experience and deep technical knowledge and has advanced understanding of select AT&T technologies, systems and/or procedures.
Analysis and Problem Solving - Solves non-routine problems based on analysis of multiple factors. Independently identifies key issues, patterns or deviations from norm. Works on problems requiring judgment and in-depth evaluation of multiple factors. Analyzes and interprets research to evaluate and recommend solutions.
Independence - Guided by team goals and operational objectives. Applies judgment to determine appropriate processes and technical area standards to use and provides technical direction to others in own work area.
Contribution to AT&T Technology - Key contributor on diverse projects of moderate scope. Recommends new procedures and processes to drive desired results.
Communication- Explains advanced technical information to less experienced team members. Provides specialized technical guidance to others in work area. Builds productive internal/external relationships and collaborates with others in own team or across teams.
This position may be responsible for contributing to AT&T'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.
Education and Experience:
MS or BS in a Computer Science, Electrical Engineering, or related field
Exceptionally strong customer relations and communication skills
3 years or more of working experience in the computer networking industry
Working knowledge of hypervisors
Experience with the following protocols/technologies: BGP, OSPF, GRE Tunnels, firewalls, network security, Linux (BASH) and scripting (Python, Perl, Bash, PHP, TCL, UNIX shell, etc.).
3-5 years networking experience
CCIE/CCNA Certifications (or equivalent)
6-Sigma White, Yellow
BS in technical disciplines, such as Engineering, Computer Sciences, and Operations
Knowledge of Network Planning, Engineering, Construction and Mobility architectures
Certifications – CCNA/CCIE or equivalent industry certifications will be considered.
Knowledge of OSI Layer 3
Project Management skills
Software testing skills
Technical writing skills