Tier 1 Engineer
GTT
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 Tier 1 Engineer will provide first line technical support to GTT’s clients 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 client 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 1,5, 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 clients informed of progress.
- Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
- Closing all resolved/fulfilled incidents/requests and other queries.
- Communication with clients – 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 client service during any engagements with Clients/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 and supporting functions can improve.
- Identify need for Problem Management for reoccurring Incidents/Events.
- Understanding of and familiarity with Clients’ 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 (client, 3rd party, internal).
- Conducting client 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
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 industry understanding (must).
- Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).
Essential Criteria:
Technical
- Understanding of Cisco/Juniper hardware/software – routers/switches (must).
- 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 (must).
- Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues (must).
- Knowledge and understanding of different types of common WAN connections (must).
- Knowledge and understanding of Transmission networks and technologies (Fibre optics, Colocation, PDH, SDH, ATM, Frame Relay, Wavelength, Ethernet, xDSL (must).
Languages
- English – fluent (mandatory).
Desirable Criteria:
Technical
- Awareness/understanding of optical technologies (desirable).
- Awareness/understanding of Unified Conferencing products (video, Skype for Business) (desirable).
- Awareness/understanding of Hosting and Security products (desirable).
- CE/CPE role understanding (desirable).
Other Similar Job Functions:
- Contact Centre
- Helpdesk
- Service Desk
- 1st Line Support
Qualifications/Courses:
- High School Degree in IT related discipline (must).
- BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).
- CCENT knowledge, Network+ or equivalent (complete or in-progress) (must).
- ITIL Foundation (desirable).
Hours/Travel/Shift:
24/7 shifts