Sr Specialist Network Technology Support

AT&T•Arlington Heights, IL

3d•$96,000 - $144,000•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. Overall Purpose: 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.

Requirements

Hands-on experience supporting VoIP, BVOIP, SIP trunking, VoIP gateways, call routing, and enterprise voice services.
Working knowledge of voice protocols and signaling, including SIP, H.323, MGCP, RTP, TCP/IP, UDP, ICMP, SNMP, and related network protocols.
Experience troubleshooting call setup, call completion, registration, audio quality, latency, packet loss, jitter, one-way audio, and service availability issues.
Experience with Cisco Unified Communications systems, VoIP gateways, unified messaging, routers, switches, WAN, LAN, and Edgewater platforms.
Intermediate knowledge of IP addressing, subnetting, routing, gateways, and internetworking concepts that support voice service delivery.
Ability to analyze complex technical issues, isolate root cause, and coordinate timely restoration across internal teams, vendors, customers, and carriers.
Experience using network monitoring tools and ticketing systems such as SMARTS, Prognosis, and IRIS.
Strong customer service skills with the ability to communicate clearly, professionally, and effectively under pressure.
Self-directed and adaptable, with the ability to learn quickly, manage multiple priorities, follow procedures, and work effectively in a team-oriented environment.
Working knowledge of AT&T network environments, customer networks, LAN/WAN infrastructure, and the relationship between data network performance and voice service quality.
Minimum of two years of college coursework, equivalent post-high-school education, or comparable professional experience.
Previous experience in VoIP support, voice network operations, BVOIP services, unified communications, technical support, or related network operations environments.
Experience supporting voice or network services in a 24x7 operational environment is preferred.

Nice To Haves

Experience with Cisco Unified Communications Manager, Cisco voice gateways, SBCs, SIP trunking, and enterprise VoIP support environments.
Familiarity with TDM voice technologies, PRI, ISDN, T1, DS3, legacy voice platforms, and migration or interworking between TDM and VoIP services.
Experience with video over IP, content networking, multi-vendor firewall platforms, VPN devices, and how security or routing changes can impact voice services.
Familiarity with Cisco PIX, ASA, ACS, Check Point, Netscreen, and Nortel Contivity technologies.
Working knowledge of DNS, RADIUS, and other supporting services used in enterprise network and voice environments.
Relevant technical certifications such as CCNA, CCNP, CCVP, or other voice, collaboration, or networking certifications.

Responsibilities

Support BVOIP Services Center objectives by delivering high-quality operational support for enterprise VoIP and voice network services.
Monitor, troubleshoot, and restore VoIP services, including issues involving SIP trunks, VoIP gateways, call routing, registration, signaling, call quality, and service availability.
Serve as the customer interface for voice trouble reports, ensuring issues are accurately captured, prioritized, documented, and routed to the appropriate support teams or carriers.
Analyze service-impacting voice events using available monitoring tools, ticketing systems, technical documentation, and lab resources.
Collaborate with internal voice engineering, data networking, vendor, carrier, and customer teams to isolate root cause and drive timely resolution.
Provide clear and timely communication to customers and stakeholders regarding outage status, troubleshooting progress, escalation activity, and resolution details.
Track, prioritize, and manage VoIP-related trouble tickets, including inter-shift turnover, escalation, follow-up, and closure activities.
Document call-flow analysis, troubleshooting steps, customer communications, technical findings, and final resolution details in the designated trouble-ticketing application.
Escalate or hand off complex incidents to the appropriate support group when additional expertise, vendor engagement, or carrier coordination is required.
Maintain a strong focus on customer experience, operational discipline, and timely service restoration in a 24x7 support environment.
Handles more complex network issues, performing root cause analysis, and working on the implementation of vendor or IT fixes or design changes.

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