AT&T ATS EMEA Global Tier3 (GT3) Engineer

Job Summary
The Global Tier 3 (GT3) engineer is responsible for evaluating and resolving customer's issue which might involve working directly with the customer, vendor and other support groups within AT&T. He or She must be able to dynamically multitask on diverse issues and work in a fast pace SLA driven environment.
GT3 provides last level support for AT&T customers for all service lines across the globe. GT3 teams in the US, AP and EMEA provide support on a Follow-the-Sun basis. The EMEA team cover a window of approx.. 9am-6pm CET, overlapping with AP at the start of day and US.
Although this position is focused at the Tier 3 support component of GT3 work, there will be opportunities to engage in technical project work and other GT3 tasks.

Roles and responsibilities
As a GT3 Engineer, you will work tickets from the GT3 AOTS fault queue. Tickets come into this queue from all Tier 2 organizations around the globe. Tickets in this queue relate to generally complex faults that could not be resolved at Tier 1 and Tier 2 levels. Tickets are assigned automatically according to severity and your profile. Tickets require in-depth technical knowledge and a rigorous approach to problem determination. You will be responsible for owning tickets through to resolution. To achieve this will involve:
* Problem diagnosis by examining network environments and applying knowledge and skills to determine root cause.
* Direct customer contact to progress problems.
* Engaging other AT&T departments in relevant geographies.
* Organizing and participating in conference bridges to resolve problems.
* Driving vendors - notably TAC - to identify bugs and provide workarounds to live customer issues.
* Creating and documenting Action Plans to drive problems to closure.
For problems which require progression beyond end of shift, you will be responsible for ensuring handover to the next region according to well-defined processes.
This position requires flexibility of work pattern. You will be required to work weekends on a regular basis, receiving weekdays off in lieu.

Key competencies and Skills
Candidates should demonstrate very detailed knowledge and significant working experience of:
* Cisco and Juniper routers/switches configuration and troubleshooting in enterprise LAN/WAN/Datacenter environment
* Routing protocols: BGP, OSPF, EIGRP
* Technologies such as VPN, MPLS, IPSEC, Voice/IPT , QoS, WAN acceleration, Load balancing
* Ability to analyze packets and protocols
* Understanding of SDWAN principles

Education and qualifications
Skills corresponding to Cisco/Juniper professional certifications or above.

Additional Information
Start date: November 1st
Working hours: EMEA, weekend shift (Saturday + Sunday) occasionally
Location: Brno

• Extra Week of Vacation – 5 weeks in total
• Meal vouchers – total value of voucher is CZK 90,- per working day (30 CZK employee contribution per voucher)
• Annual increase and yearly bonus
• Compensation for Income Loss due to Sickness – up to 90% of the base contractual salary
• Shift Premiums – above mandatory legal requirements
• Advanced Medical Program – White card program from vendor for Employee (possibility to add Spouse and Child at Employee's cost)
• Group Risk Life insurance – coverage for cases of Death or Permanent Disability up to 625.000 CZK or Employee's annual salary if higher; fully covered by AT&T, valid only during Employment relationship
• Employee Assistance Program (EAP) – voluntary and confidential service 24/7 to support Employees in various life time situations
• Cafeteria Program and Pension scheme – 3% of your annual income as contribution for Leisure activities or Pension scheme
• Center Teambuilding Events AT&T also has a list of suppliers with Special Prices and Discounts for AT&T Employees in Brno (wellness, fitness, shopping, services, etc.) and in the Brno Campus Centre where AT&T GNS CR is located (food courts, etc.).