Lead Advanced Network Technical Support

AT&T•Middletown Township, NJ

2d•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: Provides the technical troubleshooting and leadership skills required to recover from the most complex power related problems in real time, directing the activities of technical resources from Tier-2, Labs, and vendors to avoid outages or restore service. Responsible for the investigation and management of all follow-up activities needed to determine root cause, attempt problem recreation in the lab, identify workarounds, delivery and certification of vendor fixes or design changes, and plan for implementation within the network. Develop scripts to proactively identify known defect signatures and define the least intrusive recovery processes. Develop scripts to extract and analyze forensic data from network elements to identify patterns of unexpected behavior. Responsible for the reliability and quality of service of the end-to-end network, tracking and analyzing outage patterns leading to identification of chronic issues. Responsible for all equipment and software vendor management relationships, ensuring objectives are being met. Provides feedback during the negotiation of maintenance contracts. Responsible for the final phase of planning and preparation for the insertion of new power technology and the development of certification testing scripts and detailed methods of procedure for introduction of the new technology and handoff to Tier-2 Network Operations and Project Management organizations for field implementation. Develop troubleshooting guides and deliver knowledge transfer on new designs and technology. Gather and analyze relevant network element field data to validate the expected improvements and features of the field changes. Manage the risk of new technology introduction. As a Lead Advanced Network Technical Support, you will be responsible delivering the highest-level of support within AT&T’s technology support structure requiring 24x7 response from escalating organizations. A seasoned technical professional contributes through proven technical expertise and deep technical knowledge within own discipline/specialty area; basic knowledge of other disciplines/specialty areas. Apply in-depth knowledge of multiple disciplines/specialty area standards/processes. Integrates industry experience and deep professional/technical knowledge. Technical leader and recognized subject matter expert on selecting AT&T technologies/systems/procedures. Independently apply sophisticated analysis, solving unique problems through evaluative judgment and precedent. Develop new concepts, methods, and techniques for cross-functional initiatives. Recognizes and pursues alternative methods. Key contributor on complex projects/initiatives. Impacts current and future business opportunities through application of specialized technical/ industry knowledge. Develop methods/techniques based on strategic project objectives. Guided by department goals/objectives. Exercises latitude in determining objectives/approaches to projects. Leads multiple small to medium sized projects and technical breadth. Mentors and provides technical guidance and explains advanced concepts to others. Provides leadership/guidance to others.

Requirements

5+ years’ related experience.
Certification is required in some areas.
Valid Driver’s License
5+ years of extensive experience providing power maintenance, power installation and/or power technical support for AC/DC power systems.
Travel up to 75% of the time for field support.
5+ years extensive in-depth knowledge and hands-on experience with DC Power Plants and related distribution and monitoring peripherals, Stand-by AC generator systems including switchgear and distribution equipment. Equipment manufacturers to include but not limited to; Lorain/Marconi/Emerson/Vertiv, PECO II, Lucent/Lineage, Eltek/Valere, Alpha/Enersys, Russelectric, ASCO, Detroit Diesel, Mitsubishi, John Deere, Kholer/Rhelco, Alturdyne and Stamford.
5+ years’ experience in reading electrical drawings, troubleshooting and repairs of DC and AC power systems, including root cause analysis on network affecting power incidents.
Excellent communication, managerial and leadership skills; demonstrated performance under stressful situations.
Ability to work autonomously as well as in small teams.
Strong interpersonal skills, adept at interacting with national teams.

Nice To Haves

Must be willing to work nights, weekends, and on-call.
In depth knowledge of TP76300, TP76400, TP76900 and Ask Yourself practices
Competent in working with Microsoft Office tools, and familiarity with Geo-Link, WMS, ATLAS, AMPS, AOTS, PAT, OREMIS, My Solutions and EJF systems.
Business Orientation
Collaboration and Teamwork
Communicates Powerfully and Prolifically
Core Business Tools
Data Analysis Tools
Developing Strategic Perspective
Displays High Integrity and Honesty
Drives for Results
Incident and Event Management
Innovates
IP Routing and Protocols
Mobile Operations Systems and Platforms
Network Architecture
Network Performance Management
Operating Systems & Environments
Power Supply Design
Process Management
Project Management
Quality Assurance and Testing
Reliability Engineering
Risk Management
Signaling Technologies
Software Release Management
Solves Problems and Analyzes Issues
Takes Initiative
Technical Troubleshooting
Technical Writing/Documentation
Telecom Regulatory Environment
Telecommunications Testing
Virtual Private Networks (VPNs)
Virtualization Tools & Technologies
Bachelor’s degree in Electrical Engineering, Math or Science, or 8-10 years of related experience preferred.

Responsibilities

Provides the technical troubleshooting and leadership skills required to recover from the most complex power related problems in real time, directing the activities of technical resources from Tier-2, Labs, and vendors to avoid outages or restore service.
Responsible for the investigation and management of all follow-up activities needed to determine root cause, attempt problem recreation in the lab, identify workarounds, delivery and certification of vendor fixes or design changes, and plan for implementation within the network.
Develop scripts to proactively identify known defect signatures and define the least intrusive recovery processes.
Develop scripts to extract and analyze forensic data from network elements to identify patterns of unexpected behavior.
Responsible for the reliability and quality of service of the end-to-end network, tracking and analyzing outage patterns leading to identification of chronic issues.
Responsible for all equipment and software vendor management relationships, ensuring objectives are being met.
Provides feedback during the negotiation of maintenance contracts.
Responsible for the final phase of planning and preparation for the insertion of new power technology and the development of certification testing scripts and detailed methods of procedure for introduction of the new technology and handoff to Tier-2 Network Operations and Project Management organizations for field implementation.
Develop troubleshooting guides and deliver knowledge transfer on new designs and technology.
Gather and analyze relevant network element field data to validate the expected improvements and features of the field changes.
Manage the risk of new technology introduction.
Responsible for delivering the highest-level of support within AT&T’s technology support structure requiring 24x7 response from escalating organizations.

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