System Engineer L2 or NOC Tier 2

Description

Job Summary: We are seeking a System Engineer L2 or NOC Tier 2 to manage and optimize network infrastructures, resolve issues, and ensure customer satisfaction in a dynamic environment. Key Highlights: 1. Lead troubleshooting of network and systems issues. 2. Collaborate with IT teams and serve as a technical expert. 3. Evaluate the feasibility of technical solutions and provide recommendations. #### **About the System Engineer L2 or NOC Tier 2 Role** **System Engineer – L2 or NOC Tier 2** **REQUIRED \-****System Engineer – L2** 1\. Strong communication skills and ability to work well in a team environment. 2\. Conducting network assessments and making recommendations for network upgrades and improvements. 3\. Implementing and maintaining network and controls. 4\. Creating and maintaining network documentation, including network diagrams and standard operating procedures. 5\. Leading troubleshooting efforts for network issues. 6\. Collaborating with other IT teams to support business applications. 7\. In\-depth knowledge of network infrastructure components like switches, routers, firewalls, and other network devices. 8\. Strong knowledge of network protocols, routing, and network. 9\. Excellent troubleshooting skills and ability to identify and diagnose network issues. 10\. Ability to work under pressure and meet tight deadlines. 11\. Ensure customer satisfaction through timely resolution of escalated issues. Internet Protocols (HTTP, DNS, TCP/IP, ICMP), Internet Components (routers, proxies, gateways, servers), Technical Support, Customer Facing, Troubleshooting Skills 12 May monitor and train junior engineers and act as subject matter experts for customer and AT\&T organizations and lead complex programs or projects. 13 Knowledge on WAN/LAN Technologies – Cisco, Juniper \- Switches, Routers, WLC, WAPs 14 Prioritize competing requests for technical assistance. 15 Determine the course of engineering activities and help mediate escalated and expedited projects 16 Determine feasibility of technical solutions. 17 Assist in root cause determination of network and related problems. 18\. VoIP Call Manager skills – Cisco, Nortel, Avaya \- Call Forwarding, Caller ID’s/CNAMs, Hunt Groups, Conferencing features, Time of day routing, Call groups, Call monitoring, audio and/or application\-related issues, account issues. Shift Time : 24X7 **DESIRED \-** 1\. Excellent PC skills with advanced skills with MS Office, specifically Excel and Word. 2\. Bachelor’s degree or higher preferably in Engineering, Telecommunications, Information Systems 3\. 5\+ years of experience in the networking/telecommunications field. 4\. CCNA (Voice/Data) knowledge or certified. NOC Required :**NOC Tier 2** * 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. Portuguese **System Engineer – L2****Mandatory Requirements** * Strong communication skills and ability to work well in a team environment. * Conduct network assessments and make recommendations for upgrades and improvements. * Implement and maintain networks and their controls. * Create and maintain network documentation, including diagrams and standard operating procedures. * Lead troubleshooting efforts for network issues. * Collaborate with other IT teams to support business applications. * In-depth knowledge of network infrastructure components such as switches, routers, firewalls, and other network devices. * Strong knowledge of network protocols, routing, and networking. * Excellent troubleshooting skills and ability to identify and diagnose network issues. * Ability to work under pressure and meet tight deadlines. * Ensure customer satisfaction through timely resolution of escalated issues. Knowledge of internet protocols (HTTP, DNS, TCP/IP, ICMP), internet components (routers, proxies, gateways, servers), technical support, customer-facing interaction, and troubleshooting. * May monitor and train junior engineers, serve as a technical expert for customers and AT\&T organizations, and lead complex programs or projects. * Knowledge of WAN/LAN technologies – Cisco, Juniper – switches, routers, WLC, and WAPs. * Prioritize competing technical support requests. * Determine the direction of engineering activities and assist in mediating escalated and urgent projects. * Evaluate the feasibility of technical solutions. * Assist in root cause analysis of network and related issues. * VoIP Call Manager knowledge – Cisco, Nortel, Avaya – call forwarding, Caller ID/CNAM, hunt groups, conferencing, time-of-day routing, call monitoring, audio/application-related issues, and account issues. **Schedule:** 24x7 rotating shift**Desirable Qualifications** * Excellent computer skills, especially with MS Office (Excel and Word). * Bachelor’s degree or higher in Engineering, Telecommunications, or Information Systems. * More than 5 years of experience in networking/telecommunications. * CCNA (Voice/Data) knowledge or certification. **NOC Tier 2****Mandatory Requirements** * Advocate internally within AT\&T on behalf of the customer to ensure a seamless and efficient customer experience. * Manage internal escalations until issue resolution. * Analyze trends, diagnose root causes, and recommend improvements aligned with key business opportunities. Create actionable Customer Engagement Plans (“SERVE”) for operational improvements. * Work with the customer to resolve all mobility service issues. * Serve as the liaison between the customer and AT\&T cross-functional organizations to ensure a positive customer experience. * Minimum of 4 years of experience and knowledge in networking: LAN/WAN/WLAN/DHCP/DNS. * Excellent network troubleshooting skills. * Ability to use multiple incident management systems. * Knowledge of MS Office. * Team-oriented and positive attitude. * Highly motivated, proactive, requiring minimal supervision, and capable of handling critical situations. * Ability to work under pressure for extended periods. * Organized and capable of multitasking. **Desirable Qualifications** * Excellent verbal and written English communication skills. * CCNA (R\&S) certification is desirable but not mandatory. * Availability to work 24x7 rotating shifts.