Sr Specialist Network Technology Support

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. Overall Purpose: Ensure the reliability and continuous operation of AT&T’s Optical, IP Core, Mobility, and advanced communication technologies through 24x7 technical support, fault and lifecycle management, and comprehensive understanding of end-to-end services. Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following: Support BVOIP Services Center objectives by delivering high-quality operational support for enterprise VoIP and voice network services. Monitor, troubleshoot, and restore VoIP services, including issues involving SIP trunks, VoIP gateways, call routing, registration, signaling, call quality, and service availability. Serve as the customer interface for voice trouble reports, ensuring issues are accurately captured, prioritized, documented, and routed to the appropriate support teams or carriers. Analyze service-impacting voice events using available monitoring tools, ticketing systems, technical documentation, and lab resources. Collaborate with internal voice engineering, data networking, vendor, carrier, and customer teams to isolate root cause and drive timely resolution. Provide clear and timely communication to customers and stakeholders regarding outage status, troubleshooting progress, escalation activity, and resolution details. Track, prioritize, and manage VoIP-related trouble tickets, including inter-shift turnover, escalation, follow-up, and closure activities. Document call-flow analysis, troubleshooting steps, customer communications, technical findings, and final resolution details in the designated trouble-ticketing application. Escalate or hand off complex incidents to the appropriate support group when additional expertise, vendor engagement, or carrier coordination is required. Maintain a strong focus on customer experience, operational discipline, and timely service restoration in a 24x7 support environment. Required Qualifications Hands-on experience supporting VoIP, BVOIP, SIP trunking, VoIP gateways, call routing, and enterprise voice services. Working knowledge of voice protocols and signaling, including SIP, H.323, MGCP, RTP, TCP/IP, UDP, ICMP, SNMP, and related network protocols. Experience troubleshooting call setup, call completion, registration, audio quality, latency, packet loss, jitter, one-way audio, and service availability issues. Experience with Cisco Unified Communications systems, VoIP gateways, unified messaging, routers, switches, WAN, LAN, and Edgewater platforms. Intermediate knowledge of IP addressing, subnetting, routing, gateways, and internetworking concepts that support voice service delivery. Ability to analyze complex technical issues, isolate root cause, and coordinate timely restoration across internal teams, vendors, customers, and carriers. Experience using network monitoring tools and ticketing systems such as SMARTS, Prognosis, and IRIS. Strong customer service skills with the ability to communicate clearly, professionally, and effectively under pressure. Self-directed and adaptable, with the ability to learn quickly, manage multiple priorities, follow procedures, and work effectively in a team-oriented environment. Working knowledge of AT&T network environments, customer networks, LAN/WAN infrastructure, and the relationship between data network performance and voice service quality. Preferred Qualifications Experience with Cisco Unified Communications Manager, Cisco voice gateways, SBCs, SIP trunking, and enterprise VoIP support environments. Familiarity with TDM voice technologies, PRI, ISDN, T1, DS3, legacy voice platforms, and migration or interworking between TDM and VoIP services. Experience with video over IP, content networking, multi-vendor firewall platforms, VPN devices, and how security or routing changes can impact voice services. Familiarity with Cisco PIX, ASA, ACS, Check Point, Netscreen, and Nortel Contivity technologies. Working knowledge of DNS, RADIUS, and other supporting services used in enterprise network and voice environments. Relevant technical certifications such as CCNA, CCNP, CCVP, or other voice, collaboration, or networking certifications. Education and Experience Minimum of two years of college coursework, equivalent post-high-school education, or comparable professional experience. Previous experience in VoIP support, voice network operations, BVOIP services, unified communications, technical support, or related network operations environments. Experience supporting voice or network services in a 24x7 operational environment is preferred. Work Environment This position supports a 24x7 VoIP and voice network operations environment and may require flexibility to support service restoration, outage response, escalation activity, shift turnover, carrier coordination, and time-sensitive customer-impacting events. Job Contribution: An experienced professional with in-depth knowledge, applying organizational practices to resolve moderately difficult problems. Works with independent judgment on expansive projects with minimal supervision, implementing policy changes to improve functions. Actions impact efficiency, costs, schedules, and client relationships. Interacts primarily within the department and with General Managers and above across various teams. Supervisor: No. TCP Career Step Differentiator: Handles more complex network issues, performing root cause analysis, and working on the implementation of vendor or IT fixes or design changes. Environmental Requirements: This position may be responsible for contributing to AT&T compliance with environmental laws and regulations as applicable to its job function. This may include work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge, or air emissions. Equal Employment Opportunity We are committed to maintaining a professional, inclusive, and respectful workplace. Employment decisions are based on business needs, job requirements, and individual qualifications. Our Sr Specialist Network Technology Support jobs earn between $96,000.00 - $144,000.00 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Joining our team comes with amazing perks and 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 Weekly Hours: 40 Time Type: Regular Location: Arlington Heights, Illinois Salary Range: $96,000.00 - $144,000.00 It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.