Tech Specialist, Help Desk

hace 3 semanas

Azcapotzalco, México AT&T A tiempo completo

Join AT&T and reimagine the communications and technologies that connect the world. We’re committed to those who seek to discover the undiscoverable and dare to disrupt the norm. 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.

**As a Tech Specialist, Help Desk you will**:

- Work in a 24/7 operations center environments providing managed service support for the AT&T Business WiFi (ABW), AT&T Consumer Wireless (ACW) and the dispatch support for AT&T Phone for Business (A-PBA).
- Take inbound calls directly from customer IT departments, Front desk, Site managers, and residents, in addition to vendors and field techs. These calls can range from part replacement, troubleshooting with the customer support and users, including the customer site, or smart hands, generic information requests, understanding the issue and working to resolution within scope. Expected to learn multiple network management platforms, Mist, Aruba, Meraki, Ruckus, and RGNets.
- Must be able to navigate through the network including gateways, switches, and AP’s, via CLI or user interface. This includes checking configurations of all managed assets, traffic flow and thinking outside the box, end user devices MACs and IPs to track logs, and validations from customer requests.
- Actively work the ticket queue between calls from the customer. These tickets will either be manually created tickets from the customer or auto created from the monitoring systems. These tickets will either require calls the customers help desk or site directly. The BNS NOC utilizes ServiceNOW as its ticketing system.

**Requirements for this opportunity**:

- Proficient English Language Skill (Verbal and Writing)
- System Testing
- Technical Troubleshooting
- Technical Writing/Documentation
- Telecom Regulatory Environment
- Emerging Technologies
- Ethernet
- Fault Management/Network Incident Management
- IP Services
- Network Architecture
- Network Operations
- Networking/Communications Hardware
- OSI 7-Layer Model
- Process Management
- Product Support

The position carries a designation of Full Time Office.

Availability to work on a 24/7 environment.

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