Lead Network Technology Support

AT&T•Plano, TX

1d•Onsite

About The Position

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. AT&T will not hire any applicants for this position who require employer sponsorship now or in the future. Join AT&T and help shape the future of communications and technology that connect the world. We value innovators who seek to explore the unknown and challenge the status quo. Bring your bold ideas and fearless spirit to redefine connectivity and transform how people share stories and experiences. At AT&T, you won’t just imagine the future—you’ll build it. What you’ll do: Troubleshooting and Issue Resolution: Diagnose network problems, provide technical support, manage incidents, coordinate root cause analysis, restore service, and solve Tier 2 issues. Collaboration and Coordination: Work with teams, coordinate with vendors, support projects, collaborate with business partners in DevOps, and interact with customers. Documentation and Reporting: Maintain documentation, create technical and process documentation, review and interpret technical and vendor specifications, and generate reports. Support of users of the Probe systems, and for support of the Probe platforms. Reacting to incoming trouble tickets and user chats, performing health checks and troubleshooting issues within Probe tools. Works with other AT&T teams and the vendor(s) as needed to find and test solutions for previously unknown issues. Test and troubleshoot user issues, including defining the issue with the user and replicating it in the tool. Tracking issues referred to the vendors as bugs or feature requests. Provide guidance and support to the vendor as they resolve those issues. May require on-call rotation, including late nights, weekends, and holidays in support of 24x7x365 environment which will involve hands on troubleshooting of SDN and COTS-based elements of all probing elements in emergencies. Participate and lead weekly calls with the user base to discuss the probing tools, including new features, ongoing issues, and novel user stories. What you’ll bring: As a Lead Network Technology Support, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge. They will be working within the Probes Organization team to support the Radcom VPMS and Ericsson NGxP Probes platforms in the EPC Core Network. Leads significant projects with strategic autonomy, influencing executive decisions. Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership. Leading and overseeing fault management and lifecycle management processes, coordinating with DevOps, product development, and engineering teams, and managing change procedures for network reliability and performance improvements. Ensure the reliability and continuous operation of AT&T’s Optical, IP Core, Mobility, and advanced communication technologies through 24x7 technical support, fault and lifecycle management, and comprehensive understanding of end-to-end services. Environmental Requirements: This position may be responsible for contributing to ATT compliance with environmental laws and regulations as applicable to its job function. This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions.

Requirements

5+ years of experience troubleshooting the 3G/4G/5G Mobility Network or a similar technically advanced network.
2+ years of Experience with Wireshark or similar network trace analysis tool
Strong communication skills
Strong presentation skills
Strong ability to troubleshoot complex technical issues
Ability to work in a fast-paced environment while maintaining focus on goals

Nice To Haves

Probing and tracing tools in a large network.
Experience in a Cloud environment (AT&T Network Cloud, Azure, AWS etc.)
Remedy Based Ticketing System
AOTS-Mobility Ped-WO (IWOS)
AOTS-Change Management
ServiceNow based change management system
ServiceNow based fault management system
Bachelor’s degree in Math, Science, Engineering, Computer Sciences or Operations or equivalent related network experience preferred.

Responsibilities

Troubleshooting and Issue Resolution: Diagnose network problems, provide technical support, manage incidents, coordinate root cause analysis, restore service, and solve Tier 2 issues.
Collaboration and Coordination: Work with teams, coordinate with vendors, support projects, collaborate with business partners in DevOps, and interact with customers.
Documentation and Reporting: Maintain documentation, create technical and process documentation, review and interpret technical and vendor specifications, and generate reports.
Support of users of the Probe systems, and for support of the Probe platforms.
Reacting to incoming trouble tickets and user chats, performing health checks and troubleshooting issues within Probe tools.
Works with other AT&T teams and the vendor(s) as needed to find and test solutions for previously unknown issues.
Test and troubleshoot user issues, including defining the issue with the user and replicating it in the tool.
Tracking issues referred to the vendors as bugs or feature requests.
Provide guidance and support to the vendor as they resolve those issues.
May require on-call rotation, including late nights, weekends, and holidays in support of 24x7x365 environment which will involve hands on troubleshooting of SDN and COTS-based elements of all probing elements in emergencies.
Participate and lead weekly calls with the user base to discuss the probing tools, including new features, ongoing issues, and novel user stories.
Leading and overseeing fault management and lifecycle management processes, coordinating with DevOps, product development, and engineering teams, and managing change procedures for network reliability and performance improvements.
Ensure the reliability and continuous operation of AT&T’s Optical, IP Core, Mobility, and advanced communication technologies through 24x7 technical support, fault and lifecycle management, and comprehensive understanding of end-to-end services.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone