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Cybersecurity Technical Support Engineer

Company: AT&T
Location: Austin
Posted on: June 12, 2021

Job Description:

We are seeking a highly Talented, Energetic, Customer Centric technical professional to join our World-Class Support Organization. Some people like to Solve Complicated Problems and some enjoy working in a Fast-Paced Environment...Our AT&T Cyber Security Technical Support Team is looking for someone who loves both!

As a member of Technical Support, you'll play a vital role in providing phenomenal remote support for our Federal Contracted Customers out of the Austin, TX location.

WHAT YOU WILL BE DOING:

  • Supporting complex customer issues affecting our customer base, often including key accounts and unique environment.
  • Responding to customer inquiries and providing technically supported solutions. Updating customers with daily case management efforts to ensure we exceed their expectations while adhering to our Service Level Agreement.
  • Enable customers to overcome challenges they experience while deploying and/or managing an USM Anywhere solution.
  • Supporting our customers over various mediums such as:
  • Phone, Email, Screen Sharing, The Customer's Portal
  • Problem determination and root cause analysis documentation.
  • Help produce Internal and External Knowledge Base Articles
  • Work closely across multiple departments to achieve the necessary solutions to address the customer concerns.

What You Need Technical:

  • Network Address Translation and the ability to apply them while troubleshooting.
  • Linux command line skills for platform and network troubleshooting using commands for Ex: less, grep, htop, traceroute, ping, dig, TCPDump
  • Skills deploying virtual machines in various platforms such as Hyper-V and/or ESX/ESXi
  • Strong computer networking knowledge of TCP/IP, DNS, Routing/Switching, Firewalls, Proxies, Port and Network Address Translation and the ability to apply them while troubleshooting.

What You Need Non-Technical:

  • Ability to work with limited supervision while adhering to all established procedures.
  • Excellent Written and Verbal Communication Skills
  • Production use of CRM Ticketing | Incident Mgmt. Systems
  • Ability to effectively communicate in a professional, friendly manner
  • Ability to provide customer service while achieving a high level of customer satisfaction
  • Strong collaborator, Problem Solver, and Team Focused
  • Ability to multi-task with special attention to details
  • Time Management

Required Qualifications

  • 5+ years of experience in technical troubleshooting and root cause analysis
  • Mandatory strong Linux system experience, networking technologies and cloud-deployed application troubleshooting

Preferred Qualifications and Experience:

  • Education: Preferred Bachelor's degree in Information Systems, or Cyber Security or equivalent experience.
  • Background working with enterprise-class customers.
  • Experience working with customers that must meet compliance regulations (e.g. SOC2, PCI, HIPAA, etc.).
  • Understanding of Java error messages.

WHAT YOU GET:

As an employee of AT&T you'll be eligible for some great rewards. Like working in an innovative workspace, team building events, competitive compensation, and health and lifestyle benefits.

  • Comprehensive Total Rewards Package (Salary + Bonus incentives)
  • Comprehensive PPO/HMO Medical/Dental/Vision
  • Paid: PTO, Sick Leave, Maternity/Paternity Leave, Service Day
  • Adoption & Surrogacy programs
  • 401k + 100% matching up to 6%
  • Educational opportunities & Tuition Reimbursement
  • AT&T service discounts
  • AT&T service referral programs
  • Numerous industry awards and is recognized as a visionary in the industry
  • Strong year-over-year growth and a rapidly growing customer base

Job ID 2106666 Date posted 05/16/2021

Keywords: AT&T, Austin , Cybersecurity Technical Support Engineer, Other , Austin, Texas

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