**Job Description:** **Job Functions** · Act as an interface to customers, accepting trouble reports and dispatching them to appropriate personnel and/or carriers. · Actively troubleshoot and diagnose problems. · Interact with internal/external teams/vendors and customers to report events and/or resolution of events. · Participate in tracking and prioritization of ticket-handling, including inter-shift turnover. · Escalate or handoff tickets to appropriate group or center. · Ability to fully document information in Trouble Ticketing application. · Possess excellent communication skills. · Utilize tools available – manuals, web-based documentation, and lab · Ability to follow instructions - both written and verbal. · Ensure problems are satisfactorily resolved in a timely manner with focus on providing a high level of support for all customers. **Skills Required** · Excellent Customer Service Skills · Self managing, self directing · Quick to Learn New Skills · Team Worker · Intermediate to Advanced Analytical Skills · Persistent with Tasks · Calm and Patient Under Pressure · Excellent Written and Verbal Communication Skills · Knowledge and understanding of ATT various networks and infrastructures. · Knowledge of Customer Networks including any and all technologies. · Proficient in multitasking. · Ability to master new tasks with minimal training. · Working experience with routers, switches, VOIP, WAN, LAN. (Cisco, Edgewater) · Experience with Cisco Unified Communication System, VoIP Gateways and Unified Messaging. **Education/Previous Job Experience** · Minimum two years of college or equivalent post-high-school education or experience. · Previous work experience in a related area and/or time spent doing similar work that provides the background for the current position. **Weekly Hours:** 40 **Time Type:** Regular **Location:** Brno, Czechia 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. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status