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Compute Tier 2 Engineer (fixed term)



Sofia, Bulgaria
Posted on Thursday, May 2, 2024

The Network Management Center is part of a Pan-European group of service professionals responsible for providing and maintaining GTT Core Platforms to ensure customer service availability and satisfaction of GTT Cloud, Managed Hosting, Security and Application Management.

Multilingual and international in its make up, it is responsible for providing the highest level of support to GTT customers across a wide geographic footprint (US/EU/North Africa/Middle East) and product types

Shift work – 4 x Shifts of 12 hours – 2 x day shifts (8am-8pm) followed by 2 x night shifts (8pm to 8am) followed by 4 x days leave.

Job Responsibilities:

  • Perform Windows, VM, Linux, Storage and Backup support for customer hosting solutions, mainly focused on performing requested changes and incident troubleshooting
  • Use network tools to monitor core network and customer services
  • Coordinate activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network
  • Assist in maintaining operational and customer documents, processes and work instructions.
  • Actively participate in technical discussions and maintains a high profile providing expert advice as needed
  • Efficient proactive escalation of issues and risks, following the incident management process
  • Perform technical audits as required to verify customer requirements are met and maintained
  • Perform on-going performance tuning and resource optimization as required.
  • Apply ITIL methodology to the role and follows best practice standards and processes.
  • Adhere to GTT security policies and report incidents to the appropriate operations functions.
  • Assist in the Continual Process Improvement (CPI) program as needed
  • Provide focused and priority driven support of customer solutions
  • Work on assigned tasks and projects as directed by management.

Experience Required:

  • Experience at a technical support position serving enterprise customers with a combination of at least 3 of the following skills in order to perform tasks:
    • Windows (various flavours)
    • Linux (Redhat), other Linux version experience considered an advantage
    • Virtual platforms (Vmware, KVM or XEN)
    • IP Networking
    • Security Products (Cisco and Checkpoint)
    • Hosting hardware, servers and blades (HP and Dell)
    • Symantec Netbackup
    • Storage Solutions (NetApp, 3PAR, EMC or Equalogic)
    • Microsoft SCOM, SNMP, SCOM Connectors and Connector Framework
    • Network monitoring tools (SMARTS, InfoVista, HP Open View, Cacti, Nagios)
  • Experience working within and Operations environment working with hosting, security or application services or in an IT environment
  • Managing customer escalations and the ability to prioritise work proactively
  • Experience with Trouble Ticketing tools (Remedy, Clarify, Siebel)
  • General technical understanding of normal Telco and ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc.
  • Excellent English skills (both oral and written)
  • Secondary language (German, French or Dutch) a distinct advantage
  • Understand about ITIL or similar methodology is an advantage
  • Industry certifications (CCNA-RS, CCNA-DC, JNCIS-ENT, VCA-*) are an advantage

Person Specification:

  • Professional, structured and proactive approach
  • Self-motivated with excellent interpersonal and communication skills
  • Positive and approachable team player
  • Calm and productive under pressure
  • Detail-oriented and organised approach to work
  • Efficient and productive with good time management skills
  • Able to resolve problems quickly and effectively

Personal competencies

1. Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; being helpful and respectful; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.

2. Adaptability – adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

3. Treats coworkers, clients, management, vendors and stakeholders with respect; communicates in a polite and non-offensive manner verbally or in writing with coworkers, clients, vendors and stakeholders; follows strictly GTT’s policies and procedures.