Lead Adv Network Tech Support

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

This role requires technical expertise of the Network Cloud, Mobility, and Wireline network architectures. Understand the network components, services, and equipment interdependencies. And have strong interpersonal skills to interact with all levels within a customer’s company as well as within our own internal organizations. With increasing network support demands and design complexities the candidate requires the appropriate in-depth technical competency to contribute during the technology insertion phase as well as provide prompt Tier 3 maintenance support after in-production turnup of the above platforms.

Key Roles and Responsibilities:

• You will be required to perform equipment certification testing. Evaluate, manage, and develop mitigation solutions for new technology introduction risks.

• Responsible for the development, testing and handoff of detailed methods and procedures for new technology introduction to partner implementation organizations.

• Develop troubleshooting guides and provide coaching for new technology and designs. Key network support functions include, but not limited to, resolving critical outages, evaluating failure modes, and involvement in root cause analysis investigations.

• Provide tier 3 field support for overall health of the end to end network participating in problem determination and resolution of chronic issues. This is a 24x7 on call position where we take out of hours calls from escalating organizations. Provide 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, CTO, and the vendors to restore service.

• Drive problem management initiatives to solve complex issues that span multiple organizations which may include problem recreation, identification of fixes, certification of fixes and/or design changes and define the least intrusive recovery processes.

• Will participate with cross-functional teams in support of technology insertion and root cause analysis investigations and may be involved as a technical subject matter expert on special projects. May interact with customers virtually or on customer premise to resolve root cause of a customer impacting trouble.

Job Contribution:

Lead level technical expertise. Technical knowledge and subject matter expert on ATT technologies.

Education:

Preferred Bachelors Degree in Engineering, Math or Science.

Experience:

Typically requires 5-8 years experience. Technical Career Pathway (TCP) role.

The candidate will be expected to provide:

• onsite expert level FFA support

• perform flawless execution of life cycle maintenance activities

• collect and analyze complex technical data

• perform trend and root cause analysis

• lead the development and implementation of corrective action plans

• manage test set configuration and operations

• design organizational cross-training objectives

• act as a peer mentor on existing and evolving technologies

Job Requirements:

• This position will require daily driving of a company vehicle. Therefore a valid driver’s license is required. 

• Requires 24x7 availability and will require overnight travel.

• Experience with Transport/Fiber test equipment used for commissioning and trouble resolution

• Working understanding of Mobility network architecture

• SME level knowledge of AT&T Telco Installation Standards

• Technical understanding of network synchronization (Wireline and Mobility)

• Working knowledge of synchronization protocols (PTP, NTP)

• Extensive experience with providing Tier 2 equipment maintenance support

• Extensive experience in transport including TDM and Ethernet

• Experience with center support systems

• Working knowledge of SS7/e911 protocols

• Have a full understandin