About GTT:

GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit  gtt.net .

Role Summary:

3rd level of technical support for the GTT client base – Network Services & Security fields.

Job Scope/Supervision:

The team represents a highly skilled, intelligent, and efficient break/fix organisation, with a customer centric focus, serving GTT’s international customer base and multi-vendor network. The team has a strong focus on consistency and process, working in conjunction with other areas of the GTT business, to deliver a world-class customer experience. The team is responsible for the overall technical & operational quality and handling of incidents, problems, and change requests. The role will act as a 3rd technical escalation level for complex issues.

Duties and Responsibilities:

• Break/fix support for customer services, across GTT’s international network.
• Own incidents, resolve them swiftly and drive through to final fix, while working with customers and other internal and external teams as appropriate.
• Escalation to vendor support and other internal teams, to ensure prompt and satisfactory resolution of issues.
• Provide concise and relevant action plans for teams, to resolve network and customer issues efficiently.
• Communication and documentation of customer and service-specific support information.
• Pro-active problem management, based on technical and trend analysis, to ensure service stability. Taking preventative actions where possible.
• Configuration of network & security elements and migration of services.
• Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network.

Required Experience/Qualifications:

• Minimum 5 years of experience, within operations of a Telco, Service Provider, Managed Services Provider or other similar environment.
• General knowledge of the Telecom/SP/MSP industry, standards and products – DIA & IP Transit service, MPLS, L2VPN & L3VPN solutions, Managed Security services, etc.
• Good understanding of SD-WAN technologies and key products, NFV and Network Virtualization.
• Good understanding and demonstrable experience with routing protocols (BGP, ISIS, OSPF, EIGRP).
• Good understanding and demonstrable experience with L2 technologies (VLANs, Q-in-Q, Trunks, VTP, Spanning-Tree Protocols, Aggregation/LACP).
• General understanding of network security technologies and experience with NGFWs (NAC, VPNs, DPI, IPS/IDS, Application control, Content filtering, etc.).
• General understanding and experience with other network & security related protocols and technologies is a benefit (FHRPs, DHCP, NAT, QoS, ACLs, SNMP, AAA, Tunneling/VPN solutions, VoIP, WLANs).
• General knowledge of Linux/Unix based tools and operations.
• Good Cisco / Juniper knowledge & experience is a must.
• Good knowledge & experience with other Network/Security oriented vendors is a benefit – Fortinet, Palo Alto, Checkpoint, etc.

Desirable Experience/Qualifications:

• Cisco CCNP, Juniper JNCIS, Fortinet FCA, Palo Alto PCNSA/PCCSA, or other similar training & certification, for this level of qualification, is an advantage.

Hours/Travel/Shift:

Standard 8 working hour shifts, covering extended European business hours (08:00 – 20:00 EEST).