Network Engineer

Role Summary:

The Tier 1 Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role.

Internal Departments they will interact with:

NMC, Tier 2, Tier 3, Carrier Management.

Main Responsibilities:

• Logging all relevant incident/service request details, allocating categorization and prioritization codes.

• Providing first-line investigation and diagnosis using approved tools, systems and procedures.

• Resolving/fulfilling incidents/service requests that are in scope.

• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.

• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.

• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.

• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).

• Keeping customers informed of progress.

• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.

• Closing all resolved/fulfilled incidents/requests and other queries.

• Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.

• Ensure the Configuration Management System (CMS) is maintained/updated.

• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.

• Ensure communication at all times is clear, concise, meaningful, professional and efficient.

• Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.

• Identify need for Problem Management for reoccurring Incidents/Events.

• Understanding of and familiarity with Customers’ services and solutions.

• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).

• Actively participate as required in meetings (customer, 3rd party, internal).

• Conducting customer satisfaction call backs/surveys as agreed.

• Coach/guide Junior staff and new starters.

• Act as delegate for Senior staff.

• Act as technical escalation gate for Junior staff.

• Higher First Line Fix/Right First Time than Junior staff.

Ideal Candidate Profile:

General

• MS Office – Intermediate (must).

• Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

Experience

• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).

• 12+ x months in a process driven organization (must).

• Experience working in a multi-cultural/international environment (desirable).

• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Knowledge

• General ICT/Telecommunications industry understanding (must).

• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).

Essential Criteria:

Technical

• Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).

• Knowledge and understanding of different types of common WAN connections.

• Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.

• Understanding of Cisco/Juniper hardware/software – routers/switches.

• Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR), TCP/UDP, VPN, VLANs, HSRP/VRRP.

• Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.

Languages

• English – fluent (mandatory).

Desirable Criteria:

Technical

• Knowledge and understanding of SD WAN and components.

Awareness and understanding of optical technologies.

• Awareness and understanding of Unified Conferencing products (video, Skype for Business).

• Awareness and understanding of Hosting and Security products.

• CE/CPE role understanding.