Job Description:

The T3 support engineer reviews and responds to requests for VPN assistance from other international and domestic help desk/support organizations. This may involve gathering additional information/detail, performing triage, using critical thinking skills to find and solve issues, or routing the issue to another support organization. The engineer will work closely with the following organizations.
• Tier 1/2 support desk personnel to help them become more efficient and effective in resolving issues at first contact.
• VPN client and infrastructure SMEs to obtain a sound understanding of the VPN technology in terms of provisioning requirements and processes, installation and configuration, and end-user connectivity requirements and processes.
• Various organizational SMEs to develop effective user guides, helpdesk guides, and troubleshooting guides for support desks and end users.
The engineer will also track issues where necessary to resolution. They will establish relationships with other internal support organizations (e.g. helpdesk leads, IQ Bar Leads, field support leads, etc.). They will participates in SWATs and Call to Work calls related to VPN related outages. They will also create and execute Splunk queries to identify user activities and trends related to VPN usage.
Required/Desired Skills  

 • Bachelor’s degree in information systems, engineering, or cybersecurity required; equivalent experience equal to 5 years of infrastructure and /or application support may be considered in lieu of degree.
• Understanding of firewalls, VPN, proxies, and desktop defense concepts.
• Knowledge of Splunk and ability to develop and optimize queries.
• Excellent problem-solving, communication, and interpersonal skills, with a focus on customer service.
• Team-oriented thinking with demonstrated ability to produce high-quality work as part of a fast-paced, dynamic team.
• Ability to develop both internal/technical and customer facing documentation using Microsoft office applications.
• Requires on site presence at the listed location. No relocation assistance is provided.
• Preferred knowledge of Palo Alto firewalls (including GlobalProtect), Cisco AnyConnect, and Cisco Identity Servies Engine (ISE).

Weekly Hours:

40

Time Type:

Regular

Location:

Bangalore, Karnataka, India

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.

Job ID R-30175 Date posted 07/16/2024