NOC Tier 2
Required :
• Advocating within AT&T on behalf of the customer to ensure a seamless and effortless customer experience.
• Manage escalation within AT&T for unresolved issues through to resolution.
• Analyze trends, diagnose root cause of issues and make recommendations that are in line with key business opportunities. Create actionable Customer Engagement Plan (“SERVE”) for operational improvements.
• Work with the customer to resolve all mobility service issues.
• Act as the liaison between customer and AT&T cross functional organizations to ensure a positive customer experience.
• Minimum Four (4+) years of experience and knowledge in networking: LAN/WAN/WLAN/DHCP/DNS
• Possess excellent network troubleshooting skills
• Ability to use multiple Incident Management Systems.
• Knowledge of MS Office.
• Team player and positive attitude.
• Highly motivated, proactive, requires minimal supervision and ability to handle critical situations.
• Ability to work under pressure for extended periods of time.
• Needs to be organized and have the ability to multi-task.
Desired :
Excellent communication skills (specifically Verbal and Written English)
• CCNA (R&S) Certification desired but not required.
• Must be able to work 24x7 shifts.
Language required
English - intermediate
Portugues: preferably