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Responsibilities
- Serve as an escalation resource to resolve complex issues with Enterprise Mobility Management (EMM), Content Delivery Network (CDN), and IoT SmartCities.
- Work directly with customers to resolve problem tickets escalated from Tier 2.
- Escalate issues to Tier 4 vendors as appropriate.
- Ensure customer satisfaction through timely resolution of escalated issues.
- Monitor and train junior engineers.
- Act as subject matter experts for customer and AT&T organizations.
- Determine feasibility of technical solutions.
- Assist in root cause determination of network and related problems.
Requirements
- Basic Telecom knowledge.
- MS Office proficiency.
- Familiarity with ATT Products.
- Understanding of Networks Fundamentals.
- Knowledge of Network Design Level 1 and 2.
- Excellent written and verbal communication skills in Japanese and English.
- Strong networking service assurance background.
Skills
- Enterprise Mobility Management (EMM)
- Content Delivery Network (CDN)
- IoT SmartCities
- Internet Protocols (HTTP, DNS, TCP/IP, ICMP)
- Internet Components (routers, proxies, gateways, servers)
- Technical Support
- Customer Facing
- Troubleshooting Skills
- Lan protocols (STP, RSTP, DTP, VTP, HSRP, VRRP)
- WAN protocols (EIGRP, OSPF, BGP)
- MPLS
- Wireless (Controllers based Access Points)