NOC Tier 2

• 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