1+ months

Senior Associate, Work Center Technical Support (Voice Engineer)

Cyberjaya, Selangor 63000
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To provide 24 x 7 tier 2 voice support to highly complex global enterprise customers, ensuring customer's voice infrastructure, customer call centers, critical DID numbers operate within the service level agreement.

Roles and Responsibilities:

" Shift based rotation per operation requirement (8 hours rotation) To proactively manage and monitor voice performance on customers network round the clock (7x24) to meet customers' Service Level expectations To systematically analyse, diagnose and isolate voice related faults (enterprise and service provider environment) Conduct root cause analysis on network fault via log and KEDB analysis To effectively manage service providers and equipment vendors To articulate well with customer's technical and management staff on network issues (eg. Fault reporting, statusing and escalation) Acting as single point of contact (SPOC) to AT&T customer, owning and driving customer issues to resolution, partnering with AT&T peers Facilitating direct communication among customer, AT&T and suppliers by establishing conference meeting Performing problem isolation and resolution, including network equipment replacement over the phone with onsite tech or verifying AT&T services, working with ISPs for circuit related issue and carrying out internal & external escalation Scheduling testing tasks with ISPs, customer site personnel and other AT&T support centers. Requesting and Interfacing with AT&T Tiered supports and Service Management to address customer issues"

Key Competencies and Skills:

" Strong hands-on experience in managing voice networks and ribbon sonus, cisco voice gateways. Strong technical knowledge of telecommunication products and services (eg. ISDN, PSTN, PRI, BRI, Skype for Business, Lync, A365, Sonus Ribbon, Cisco Hosted Collaboration System etc) Good understanding of voice network & transport protocols/technologies such as SIP trunks, PABX, UX, VOIP etc. Independent, self-driven and highly customer focused Good Interpersonal skill and able to work well in big team Excellent command of spoken and written English, Fluent oral communications. "

Education and Qualifications:

" Diploma holder with 3 to 6 years related experience in enterprise and telecommunication industry Experienced in troubleshooting all ranges of voice related products and services"","educationRequirements":"" Diploma holder with 3 to 6 years related experience in enterprise and telecommunication industry Experienced in troubleshooting all ranges of voice related products and services"
Posted: 2019-09-24 Expires: 2019-12-01

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Senior Associate, Work Center Technical Support (Voice Engineer)

AT&T
Cyberjaya, Selangor 63000

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