Role Summary:
Second level 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 team holds the responsibility for technical validation and analysis, communication with customers and third parties, including both vendors and suppliers, and ultimately the customer satisfaction of GTT’s customer base.
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 2 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.
- Excellent fault diagnostics and troubleshooting abilities.
- 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 CCNA, Juniper JNCNA, 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).
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