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. This position is responsible for 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 7x24 hour environment. Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of tools and techniques in support of the routers, servers, gateways, etc.

Job Components:
• 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.

Job Functions
• 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.

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 and CCIE.

• 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 English Written and Verbal Communication Skills
• Knowledge and understanding of ATT various networks and infrastructures.
• Knowledge of Customer Networks including any and all technologies.
• 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 Connectivity, etc.

Location: Brno
Contract: Unlimited

Your future is calling. Apply today!


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