Tier 2 Network Technician

Compute, Tier 1 Network Technician

Job Description

• Role Summary:

The Tier 1 Computing 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.

Internal Departments they will interact with:

NMC, 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 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 at all times is clear, concise, meaningful, professional and efficient.
• Provide feedback to appropriate Line Manager on how the NMC.Hosting/Tier 1 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.

Ideal Candidate Profile:

General

• MS Office – Intermediate (must).
• Awareness of ITSM tools (e.g. Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

Experience

• Experience in Help Desk/Service Desk/Technical Support/IT (desirable).
• Experience working in a multi-cultural/international environment (desirable).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (desirable).

Knowledge

• General ICT industry understanding (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).

Essential Criteria:

Technical

• Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
• Knowledge of the Internet, Internet technologies that include: PCs, TCP/IP (must).
• Proficient in PC/Windows environment (must).
• Knowledge of at least 2 of the following:
  • Windows (various flavours)
  • Linux (Redhat), other Linux version experience considered an advantage
  • Virtual platforms (Vmware, KVM or XEN)
  • IP Networking
  • Security Products (Cisco, Checkpoint, PaloAlto)
  • 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
• Basic technical understanding of normal ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc.

Languages

• English – fluent (mandatory).

Desirable Criteria:

Technical

• Knowledge and understanding of SD WAN and components.
• Awareness and understanding of Unified Conferencing products (Video, Skype for Business, Exchange, Office365).
• Awareness and understanding of Hosting (Windows, Linux, Storage, Backup, Vmware) and Security products.
• DNS management.

Other Similar Job Functions:

• Helpdesk
• Service Desk
• 1st Line Support
• Technical Support
• IT

Qualifications/Courses:

• 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:

Shift work – 24*7

Job Location: Pune, India