AT&T Principal Advanced Technical Support Job Listing at AT&T in Atlanta, GA

This position is a Tier-3 technical role supporting AT&T’s new hosted, cloud based Unified Communications Product suite. Focus is on ensuring reliable service delivery and service assurance / operations for AT&T’s elite business customers. Given the new technology and growing business, the successful candidate will provide engineering guidance working closely with vendors, AT&T Labs, Service Delivery and Service Assurance teams. Provides the technical troubleshooting and leadership skills required to implement and support the most complex IP Voice, network and application 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 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. This position is customer facing.

Deliver the highest level (Tier-3) of network technical support within AT&T'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 AT&T 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 AT&T 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 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.

• CISCO and CCNA Certifications


• Mastery understanding of Operating Systems


• Master understanding in Design and Implementation and database development


• Mastery understanding in IP Protocols, Service Applications and Multicast


• Mastery understanding in Layer 1, 2 and 3 Protocols


• Understanding of Network Management and Performance


• Understanding of RF and Signaling techniques


• Expert in Network reconfiguration and rehoming


• Expert in Design and Implementation - (Networks (all Layers); VPNs; Network management)


• Expert in Maintenance (patch) release implementation processes (network elements (all layers), OS, server, EMS, applications)


• Expert in Network reconfiguration and rehoming


• Mastery understanding in Advanced Troubleshooting

• Bachelor of Science in CS, EE, Math, Physics, MIS, Telecom, Sciences


• 10+ years experience