Lead Network Technology Support at AT&T

Plano, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

NoVisa

Telecommunications, TechnologyIndustries

Requirements

5-8 years’ experience
Technical Career Pathway (TCP) role
Senior level experience in overall reliability and operations of AT&T's Optical, IP Core, Mobility, and other advanced communication technologies
Ability to perform fault and lifecycle management on a 24x7 basis, including triage, investigation, and remediation of acute and chronic issues spanning multiple platforms and technology environments
Understanding of End-to-End service to support underlying technologies (VOIP, messaging, Wi-Fi, etc.)
Bachelor’s degree in Math, Science, Engineering, Computer Sciences or Operations preferred
Office presence minimum of 5 days per week; no relocation offered; no employer sponsorship now or in the future

Responsibilities

Provide technical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive)
Investigate/diagnose network issues, triage and communicate event status, and coordinate root cause analysis
Mitigate/remediate complex technology fault conditions spanning multiple production platforms and environments
Implement restoration of service, including vendor/IT fixes or design changes
Solve Tier 2 issues independently and work with additional support teams and vendors as needed
Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using KPIs
Work closely with business partners in DevOps methodology, partnering with Labs, product development, and engineering teams to create process documentation, methods, procedures, and guidelines for network planning, capacity management, and use/test cases during new technology instantiation
Participate in collaboration sessions with vendors on product capabilities and improvements; review and interpret technical documentation and vendor specs for inclusion/adaptation into database templates
Interact with customers virtually or in person to outline/recommend technical solutions or explain root cause of network events
Collaborate with upstream and downstream partners (hardware/software vendors, CTO, engineering, product development, provisioning, etc.) to design/implement custom solutions for internal/external customers and conduct change management procedures
Develop applications, scripts, act as system DBA (database administration), build websites, web applications, and internal messaging BOTs while maintaining key critical software/data platforms
Use tools and techniques for analyzing and documenting logical relationships among data, processes, or events, translating business problems into insights
Perform automation functions through scripting and programming to bring efficiency to support and monitoring functions
Perform data analysis on platform and/or organizational metrics using industry standard analytics and data presentation tools
Contribute to AT&T compliance with environmental laws and regulations as applicable

Skills

Key technologies and capabilities for this role

Network TroubleshootingFault ManagementAlarm MonitoringKPI MonitoringRoot Cause AnalysisTier 2 SupportDevOpsNetwork PlanningCapacity ManagementVendor ManagementTechnical Documentation

Questions & Answers

Common questions about this position

Is this position remote or does it require office presence?

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.

What salary or compensation does this role offer?

This information is not specified in the job description.

What key skills are required for the Lead Network Technology Support role?

Key skills include technical support and troubleshooting network issues, alarm and KPI monitoring, scripting and programming for automation, data analysis, and database administration. Experience with DevOps methodology, vendor collaboration, and developing applications or scripts is also essential.

What is the company culture like at AT&T for this role?

AT&T values innovators who seek to explore the unknown and challenge the status quo, encouraging bold ideas and a fearless spirit to redefine connectivity. The role involves close collaboration with business partners, labs, product development, engineering teams, and vendors in a DevOps methodology.

What makes a strong candidate for this position?

Strong candidates should have experience independently solving Tier 2 network issues, mitigating complex faults across platforms, performing automation through scripting, and collaborating with vendors and teams on technology insertion and product development.

AT&T

Telecommunications services including wireless and broadband

About AT&T

AT&T provides telecommunications services, including wireless communications, broadband internet, and digital television, primarily in the United States. Its 5G network offers faster data speeds and more reliable connections, although availability can vary. The company caters to both individual consumers and businesses, offering various subscription plans that include options for unlimited data and bundled services that combine internet, TV, and phone. AT&T generates revenue mainly through subscription fees, device sales, and its streaming service, DIRECTV STREAM, which adds to its diverse offerings. In a competitive market, AT&T distinguishes itself with its extensive service range and strong brand presence.

Dallas, TexasHeadquarters

1876Year Founded

$43.3MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Paid Parental Leave

Adoption Assistance

Disability Insurance

Life Insurance

Employee Assistance Programs

Wellness Program

Employee Discounts

Risks

The customer service guarantee may increase financial liabilities due to compensation for outages.

A recent data breach could damage AT&T's reputation and lead to customer churn.

Resistance to replacing landlines may impact customer retention and satisfaction.

Differentiation

AT&T offers a unique customer service guarantee, setting it apart from competitors.

The company is expanding its fiber network, enhancing broadband offerings in underserved areas.

AT&T's 'Phone-Advanced' device aligns with the trend of replacing traditional landlines.

Upsides

AT&T's fiber network expansion could provide a competitive edge in broadband services.

The new customer service guarantee may attract customers from competitors lacking similar assurances.

Collaboration with The Arc enhances AT&T's brand image through corporate social responsibility.

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