Senior Network Technology Support

Job Description:

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.

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

Key roles and responsibilities:

In the role of a Senior Network Technology Support specialist in the Roaming Operations Tier III team, particularly with a focus on proactive monitoring and resolving issues related to SS7, DNS, GTP, and Diameter protocols, you need a comprehensive set of technical and soft skills. Here are some of the key skill sets that would be highly beneficial:

Job Contribution:

Technical Skills:
1.    In-depth Knowledge of Networking Protocols:
o    SS7 (Signaling System No. 7): Understanding signaling protocols used in telecommunications networks.
o    DNS (Domain Name System): Proficiency in troubleshooting and configuring DNS, essential for network connectivity.
o    GTP (GPRS Tunneling Protocol): Expertise in GTP-C and GTP-U for mobile data and roaming.
o    Diameter Protocol: Advanced knowledge of Diameter for authentication, Location Update, authorization, and accounting (AAA) in LTE networks.
2.    Network Monitoring and Management Tools:
o    Proficiency in using network monitoring tools such as Nitro Mobile, Wireshark, and NetScout.
o    Experience with performance monitoring and anomaly detection tools.
3.    Troubleshooting and Problem-Solving:
o    Strong analytical skills to identify and resolve complex network issues.
o    Experience with diagnostic tools and techniques to pinpoint and fix connectivity problems.
4.    Telecommunications Systems:
o    Knowledge of mobile network architecture, including 2G, 3G, 4G, and emerging 5G technologies.
o    Understanding of IoT (Internet of Things) and EoD (End of Device) ecosystems.
5.    Scripting and Automation:
o    Ability to write scripts (e.g., Python, Perl, Bash) to automate monitoring and troubleshooting tasks.
6.    Database and Logging Systems:
o    Experience with database management (SQL) and querying for log analysis.
Soft Skills:

1.    Communication:
o    Excellent verbal and written communication skills to explain complex technical issues to non-technical stakeholders.
o    Ability to document processes, incidents, and resolutions clearly and concisely.
2.    Pressure Management:
o    Ability to stay calm and focused under pressure, especially during high-stakes incidents impacting millions of devices.
3.    Team Collaboration:
o    Strong team player with the ability to work collaboratively with cross-functional teams.
o    Experience in leading and mentoring junior team members.
4.    Customer Service Orientation:
o    Strong customer service mindset to ensure a positive experience for end-users and clients.
o    Ability to handle escalated issues with professionalism and empathy.
5.    Critical Thinking:
o    Strong critical thinking and decision-making skills to quickly assess situations and determine the best course of action.
6.    Continuous Learning:
o    Commitment to staying updated with the latest advancements in networking and telecommunications technologies.
Certifications:
•    Cisco Certified Network Professional (CCNP)
•    Certified Information Systems Security Professional (CISSP)
•    Certified Wireless Network Professional (CWNP)
•    GIAC Security Essentials (GSEC)
•    5G Certification (e.g., from Nokia, Ericsson)
Experience:
•    Several years of experience in a network support or telecommunications role, preferably in a Tier III or senior position.
•    Proven track record of managing and resolving high-impact network issues.

Our Senior Network Technology Support, earns between $94,300.00-$141,500.00 USD Annual, not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and 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.

#LI-Onsite – Full-time office role-

 AT&T is leading the way to the future – for customers, businesses, and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Apply now!

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.