Tier 2 Engineer

Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions.

*Junior Network Engineer, Tier 2

Role Summary:

The Junior Network Engineer, Tier 2 position is perfect for someone that has little to no experience.

As a junior engineer within the Tier 2 organization, you will be provided mentorship and guidance from experienced engineers, and you will be able to work on different customers’ technologies and products.



Job Scope/Supervision:

The Junior Network Engineer, Tier 2 will be in direct contact with other Tier 2 Teams, Tier 1 teams, Supplier Management Team, Incident Managers and other teams within the company, depending on the problem and difficulties faced



Duties and Responsibilities:

Main job responsibilities are:

-Work over different customer and backbone environments

-Configure and manage devices we provide to our end customers

-Troubleshoot problems within GTT’s network

-Participate in direct communication with customers and third party companies aiming to resolve the problem

-Communicate internally with Incident Managers and Tier 1 engineers, providing help and assistance over different customers’ problems


*Network Engineer, Tier 2

Role Summary:

The Network Engineer is a hybrid position with the primary role to assist in the smooth operation of GTT’s Global Network under the supervision of the Network Operations Manager. This is a large-scale network spanning the globe and is built on a multi-platform environment. The role is varied and demands a totally flexible approach to all tasks associated with this position.



Job Scope/Supervision:

The successful candidate should be comfortable working within an expanded and very fast-paced team environment.



Duties and Responsibilities:



Transport

Assisting in customer test & turn-up (DWDM/ADM/Ethernet)

Customer circuit troubleshooting with the aid of industry-standard test equipment

Liaising with all GTT NOC Engineers and Network Operations departments in other countries

Report writing and creating/maintaining inventories

Assisting in the management of a Planned Preventative Maintenance program and schedules

Network installations

Non-routine duties will be allocated as deemed necessary



Facilities

Monitoring Contractors and training other members of staff when applicable.

Generate site documentation such as maintaining records and files, preparing reports, and ordering supplies and equipment

Periodically inspect the equipment, locate, and correct problems before breakdowns occur

Ability to replace items such as circuit breakers, fuses, switches, lamps, electrical & electronic components, and cable

When working with more complex items of plant, they may work with engineers, engineering technicians, or industrial machinery installation, repair, and maintenance workers

Supervise planned works, carrying out postmortems upon completion to assess the efficiency / financial worth and lessons learned from said works

Aim to constantly reduce operational running costs

Review / authorize and manage MOPS (method of procedures) RA’s (Risk Assessments) and back out plans prior to on-site works taking place assessing all potential risks and consequences relating to specific works

Provide hands-on and technical assistance during an emergency


*Network Security Engineer, Tier 2

Role Summary:

The security engineering team is key to develop and maintain GTT cloud network and security platforms, both in managed services and Cloud ecosystems, more focused in ensuring of optimal levels of platform performance and capacity, maintaining as well high levels of cost efficiency.

Support operational teams with last tier support, as well as SOC team projects and platform implementations.

Whenever needed, it may be required to support the implementation of customer specific solutions and Service Transition process.

A good part of the time will be spent running projects, both for customers and Internal systems.



Job Scope/Supervision:

On a regular basis it will be requested to perform vulnerability assessments and develop action plans to mitigate vulnerabilities found across GTT estate.



Duties and Responsibilities:

Implement, maintain and develop security platforms across regions and manage all aspects of their life cycle, as per product and architecture teams requirements;

Act as technical escalation point whenever needed for Incident and Problem Management;

Create and maintain platform documentation to comply with GTT ITIL approach and support several certifications GTT has like ISO 27001, ISO 20000, PCI DSS and BSI.

Help manage vendor relationship for security platforms;

Perform technical audits as required to verify customer and platform standards are met and maintained;

Perform on-going performance tuning and resource optimization as required.

It is expected that the role is able to help to improve and automate processes related to management throughout service lifecycle

Applies ITIL and Agile methodology to the role in a DevOps spirit, following best practice standards and processes, without jeopardizing agility and flexibility.

Adheres to GTT security policies and report incidents to the appropriate operations functions.

Assists in the Continual Process Improvement (CPI) program as needed

Work on assigned tasks and projects as directed by management.


*Network Technician, Media

Role Summary:

Provide front line support for all media products which will include managing OU bookings, OU activations, event support, dedicated service management and maintaining the health and welfare of the network.





Duties and Responsibilities:

Primary contact for all incoming customer calls and email.

Booking and activation of occasional use media services.

Managing media events from testing through completion.

Documenting clearly and effectively information in the Trouble Ticket system and SharePoint for communication to other staff, to open tickets and follow up on escalated problems.

Monitoring, troubleshooting & correcting media service and network problems.

Diagnosing troubles identified by network monitoring and working to resolve issues.

Working with various third parties (Engineers, Provisioners, Infrastructure Vendors, Customers, and Developers) to narrow down problems and achieve resolution.
Protecting services around internal and external network maintenance events.


*SD-WAN Engineer, Tier 2

Role Summary:

The Enterprise Operations Center team manages and maintains the top-tier enterprise customers for GTT during European business hours (8hr shifts between 8 am to 8 pm, Monday to Friday). The team is highly skilled ICT engineers who are responsible of deliver a world-class customer experience.



Job Scope/Supervision:

Tier 2 support for customer incidents and long-term problems focused on SDWAN platforms

Owns incidents, resolves them swiftly, and drives through to final fix, working with customers and other internal and external teams as appropriate.



Duties and Responsibilities:

Working with the vendors’ TACs regarding platform issues

Provides concise and relevant action plans for teams to resolve network and customer issues efficiently.

Working on a broad range of SDWAN Vendors and products: Silver Peak, VeloCloud, and Fortinet.

Working on a broad range of security Vendors and products: Palo Alto and Fortinet

Uses a detailed understanding of operational capabilities to support operations acceptance of new infrastructure and non-standard bids.

Pro-active problem management based on technical and trend analysis to ensure service stability and preventative action is taken where possible

Configuration of network elements and migration of services

Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network.


*Security Analyst (Threat Intelligence)

Role Summary:

Working out of GTT’s Advanced Services Centre of Excellence, the TIC team focuses on providing SIEM, secure hosting and network services that meet and exceed government and certification body standards. The team work closely with our high value customer base to deliver a wide range of services including Security Incident & Event management, Secure Networking and Secure Hosting. As part of the Advanced Services division, Threat Intelligence Centre is a highly rewarding and challenging team for network, systems, and security analysts.



The GTT SIEM platform is used to identify customer security incidents; one of the security analysts’ primary tasks is to take the output of the SIEM environment and perform deep analysis of the event; leading our customers to a remediation action that successfully mitigates the risk to their corporate and hosted environments. Responsible for providing tier 1 technical expertise in the support of both hardware and software solutions. Primarily Microsoft Windows, VMware, Cisco UCS, NetApp, Palo Alto, Cisco ASR and LogRhythm SIEM.



Duties and Responsibilities:

Providing analysis of SIEM alerts leading to enhanced customer security

Work with customers to enhance security incident response procedures

Enhance internal investigation process and identify additional toolsets required for rapid incident turnaround

Be part of a 24/7 customer support team providing first level diagnosis for our hosting and network customers.

Identifying improvements and advising on best practice.

Manage 3rd party vendor support as required.

Adhere to team processes and the direction of the SM, TIC.

Work with Senior analysts / engineers to implement platform optimizations and tuning through structured change process

Perform upgrades to SIEM environment from operating system to application to ensure highest level of platform security

Maintain and enhance specific customer environments including firewalls, switches, and hosting platforms


*Voice Network Engineer

Role Summary:

The Network Management Centre (NMC) manages and maintains GTT’s pan-European network 24x7. As a highly intelligent and efficient break/fix organization, with a strong focus on consistency and process, it works with other parts of GTT to deliver a world-class customer experience.



Job Scope/Supervision:

Service Desk, Tier 3 Voice (TSS), Incident and Problem Management



Duties and Responsibilities:

Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements.



• Use network tools to monitor core network and customer services.

• Proactively initiate incident management process.

• Perform diagnostics on all Voice network and customer faults.

• Generate action plans to troubleshoot all Voice network and customer faults.

• Track the incident management of proactive and reactive issues through the Trouble Ticket system.

• Management and Technical escalation of Trouble Tickets in line with the process.

• Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network

• Liaise with customer representatives to progress fault resolution.

• Support local Field operations with maintenance activities.

• Works in the NOC on a 24x7 shift rota.

• Reporting security incidents to the appropriate operations functions on detection.

• Comply with GTT Security Management controls, and security policies and report security incidents to the line manager

• Physical Security Monitoring