NOC Tier 2

Required : • 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