Tier 1 Engineer

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:

The Service Desk & 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.

Job Scope/Supervision:

Interacts daily with NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.
Reports to Manager, Service Assurance

Duties and 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 always is clear, concise, meaningful, professional and efficient.

•Provide feedback to appropriate Line Manager on how the Service Desk 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.

Required Experience/Qualifications:

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

•General ICT industry understanding (must).

Desirable Experience/Qualifications:

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

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

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

•Knowledge and understanding of TCP/IP (OSI) model and routing protocols (must).

•Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs

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

•Knowledge and understanding of different types of common WAN connections

•Knowledge and understanding of Transmission networks and technologies (Fibre optics, Colocation, PDH, SDH, ATM, Frame Relay, Wavelength, Ethernet, xDSL

Hours/Travel/Shift:

9 x hour day between 08:00 – 00:00 EET/EEST.

Or 2-day shift (08:00 – 20:00), 2 night shifts (20:00 – 08:00), four days off

Core Competencies

• Active Learning: Understanding the necessity for continuous personal growth and learning; ability to gauge one's strengths, limitations and interests accurately, and use this knowledge for purposes of performance effectiveness self-development.
• Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Flexibility and Adaptability: Knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Oral Communications: Knowledge of oral communications issues; ability to express oneself and communicate with others verbally and appropriately.
• Customer Support Service Agreements: Knowledge of customer support service; ability to evaluate and adhere to customer support service agreements.
• Network Incident Management: Knowledge of network incident management; ability to identify, investigate, troubleshoot, resolve and prevent the recurrence of incidents that interfere with the normal delivery of services.
• Telecom Service Request Management: Knowledge of the processes, activities and tools for managing customer requests; ability to fulfill the service request to customer's satisfaction.
• Troubleshooting Network Problems: Knowledge of tools and techniques to troubleshoot network problems; ability to anticipate, recognize and resolve technical (network, hardware, software, equipment or operational) problems.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration and partnership. Ability to build an environment supporting customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.