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These positions are for Network Support Engineers in the AT&T Shared Enterprise Management Center (EMC). The AT&T Shared EMC is responsible for the monitoring and management of the customer network and is manned 24x7x365. Engineers must possess a broad technical knowledge of firewalls, network proxies, and Internet Protocol (IP) telephony as well as Cisco products, routing protocols, and advanced troubleshooting/problem determination skills to restore services to SLAs (Service Level Agreements) and established EMC goals/objectives. Familiarity with satellite operations is not mandatory but is beneficial. A BSCS/EE degree or equivalent or 7 years diversified WAN experience and the determination to increase skills through technical certifications is desired. Applicants should possess or desire to achieve CCNA or CCNP certifications.
The Network Support Engineer's principal responsibilities include:
a. Acting as the technical leader, the Engineer is responsible for segmenting, isolating and triaging a proactive and reactive incident. Tools utilized to perform problem determination are AOTs, VPR, Vitalnet, and Action. All problem determination is expected accomplished within 30 minutes of a ticket being created. During problem determination tickets with our vendors for transport related issues are created and initial determination of impact is made, if an issue is critical notifications are made to the clients and AT&T management.
b. Acting as the technical leader responsible for restoring service within the agreed upon customer SLA. This role calls for the individual to understand multiple client networks to understand how to reroute customer traffic when possible to restore service. Also the agents are responsible for replacing hardware as required from multiple vendors: routers, switches, load balancers, wireless access points, and compression devices. Service restoral includes the coordination and collaborative troubleshooting of layer 1 through layer 7 issues with multiple circuit providers, customers IT departments, application support staff, and in-house wiring vendors.
c. Acting as the Service Assurance leader for crisp executive level communication to management, the Life Cycle team, and customer. The communication can include updating executive on incident bridges; coordination of dispatches with site contacts; providing updates to customer help desks; providing detailed input for Root Cause Analysis for outages to service managers and executives.
d. Acting as the Training/Mentoring leader, the Engineer must fully understand the network and all requirements of each client in order to convey training to associates and to provide mentoring as needed. The Engineer provides training for the newer associates to insure the highly custom and complex accounts are being serviced per the requirements. This includes Client Notification Instructions, Severity Definitions, Critical Outage Processes, Site Design, and Partner Support.
e. Acting as the technical resource for organization for highly custom an complex accounts, the Engineer follows the guidelines of the processes and procedures for the accounts on a day to day basis. By following these guidelines they identify process inefficiencies/failures and raise them to peers and management for improvement. While utilizing various troubleshooting tools and scripts to aid in fault isolation of incidents, Engineers will submit as needed enhancement requests to owners of the systems to review and discuss the requirements and implementation of the request.
Applicants for this position must be able to work independently and with peers, customers, and supplier teams; to prioritize numerous deliverables on multiple projects; interface directly with all levels of management; and to develop and schedule reports through multiple InfoServers using custom databases.
This position reports directly to the Operations Manager. The hours are determined by the needs of the team and may require off tours. The current openings are for the Friday to Sunday (day-shift) and Friday to Sunday (midshift). The work location is Oakton, VA, with no virtual office or relocation available.
Applicants must be willing to submit and successfully complete Government Agency Clearance request and be eligible to obtain a Secret clearance within six months of position acceptance. Continued employment in this position is contingent upon obtaining a Secret clearance within this time frame.
The Network Support Engineer's principal responsibilities include:
a. Acting as the technical leader, the Engineer is responsible for segmenting, isolating and triaging a proactive and reactive incident. Tools utilized to perform problem determination are AOTs, VPR, Vitalnet, and Action. All problem determination is expected accomplished within 30 minutes of a ticket being created. During problem determination tickets with our vendors for transport related issues are created and initial determination of impact is made, if an issue is critical notifications are made to the clients and AT&T management.
b. Acting as the technical leader responsible for restoring service within the agreed upon customer SLA. This role calls for the individual to understand multiple client networks to understand how to reroute customer traffic when possible to restore service. Also the agents are responsible for replacing hardware as required from multiple vendors: routers, switches, load balancers, wireless access points, and compression devices. Service restoral includes the coordination and collaborative troubleshooting of layer 1 through layer 7 issues with multiple circuit providers, customers IT departments, application support staff, and in-house wiring vendors.
c. Acting as the Service Assurance leader for crisp executive level communication to management, the Life Cycle team, and customer. The communication can include updating executive on incident bridges; coordination of dispatches with site contacts; providing updates to customer help desks; providing detailed input for Root Cause Analysis for outages to service managers and executives.
d. Acting as the Training/Mentoring leader, the Engineer must fully understand the network and all requirements of each client in order to convey training to associates and to provide mentoring as needed. The Engineer provides training for the newer associates to insure the highly custom and complex accounts are being serviced per the requirements. This includes Client Notification Instructions, Severity Definitions, Critical Outage Processes, Site Design, and Partner Support.
e. Acting as the technical resource for organization for highly custom an complex accounts, the Engineer follows the guidelines of the processes and procedures for the accounts on a day to day basis. By following these guidelines they identify process inefficiencies/failures and raise them to peers and management for improvement. While utilizing various troubleshooting tools and scripts to aid in fault isolation of incidents, Engineers will submit as needed enhancement requests to owners of the systems to review and discuss the requirements and implementation of the request.
Applicants for this position must be able to work independently and with peers, customers, and supplier teams; to prioritize numerous deliverables on multiple projects; interface directly with all levels of management; and to develop and schedule reports through multiple InfoServers using custom databases.
This position reports directly to the Operations Manager. The hours are determined by the needs of the team and may require off tours. The current openings are for the Friday to Sunday (day-shift) and Friday to Sunday (midshift). The work location is Oakton, VA, with no virtual office or relocation available.
Applicants must be willing to submit and successfully complete Government Agency Clearance request and be eligible to obtain a Secret clearance within six months of position acceptance. Continued employment in this position is contingent upon obtaining a Secret clearance within this time frame.
- Location:
Oakton, VA - Contact Info:
AT&T - IT/Corporate Support
1370949
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