Engineer, Cloud Services Operations ( Junior)

Team Description & Purpose of Role:

Role Overview:

As a Junior Cloud Services Engineer, you will be the first point of contact for cloud-related incidents and service requests. You will play a key role in ensuring the smooth operation of cloud services by providing first-line support, managing escalations, and maintaining high levels of customer satisfaction. This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving.

About the team:
The Cloud Services Operations 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.

Key Responsibilities:

• Log and categorize all incoming incidents and service requests accurately in the ITSM system (e.g., ServiceNow), ensuring appropriate prioritization.
• Perform initial investigation and diagnosis of cloud-related issues using approved tools, systems, and procedures.
• Resolve or fulfill incidents and service requests that fall within the defined scope of the junior role.
• Escalate unresolved or complex issues to senior technical teams, third-party vendors, or other relevant support functions.
• Coordinate with external technical and non-technical support teams for on-site assistance when required.
• Track and follow up on escalated incidents and service requests until resolution or fulfillment is achieved.
• Escalate high-risk or SLA-breaching incidents to management or service owners as needed.
• Maintain clear and timely communication with customers regarding the status and progress of their requests.
• Take ownership of tickets from creation to closure, ensuring all actions and updates are documented.
• Close resolved or fulfilled tickets in a timely and accurate manner.
• Keep customers informed of planned changes, outages, or service impacts.
• Ensure the ITSM platform (e.g., ServiceNow) is consistently updated with accurate and complete information.
• Deliver exceptional customer service in all interactions with internal teams, third parties, and end users.
• Communicate clearly, professionally, and effectively in all written and verbal interactions.
• Provide feedback to line managers on process improvements or recurring issues.
• Identify recurring incidents and contribute to Problem Management processes.
• Adhere to ITIL-based service operations processes, including Incident, Request, Change, Event, and Problem Management.
• Meet or exceed defined service metrics (SLAs, OLAs, KPIs).

Essential Criteria:

General Skills

• Proficiency in Microsoft Office (Intermediate level) Required
• Familiarity with ITSM tools such as ServiceNow, Remedy, Siebel, Clarify, or HEAT– Required

Experience

• Prior experience in Help Desk, Service Desk, Technical Support, or general IT support – Desirable
• Experience working in multi-cultural or international environments – Desirable
• Exposure to fault diagnosis, troubleshooting, and service request fulfillment – Desirable

Knowledge

• Solid understanding of the ICT industry – Required
• Awareness of ITIL frameworks (e.g., ITIL Foundation or ITIL Operations) – Desirable

Technical Skills – Essential

• Understanding of TCP/IP protocol stack and OSI model
• Knowledge of Internet technologies including PCs and TCP/IP – Required
• Proficiency in Windows/PC environments – Required
• Working knowledge of at least two of the following areas:
• Windows (various versions)
• Linux (Red Hat preferred; other distributions also considered)
• Virtualization platforms (VMware, KVM, XEN)
• IP Networking
• Security products (Cisco, Checkpoint, Palo Alto)
• Hosting hardware (HP, Dell servers and blades)
• Backup solutions (Symantec NetBackup)
• Storage solutions (NetApp, 3PAR, EMC, EqualLogic)
• Monitoring tools (Microsoft SCOM, SNMP, SCOM Connectors)
• Basic understanding of ISP services (DNS, Email, shared hosting, remote access, web portals)

Technical Skills – Desirable

• Knowledge of SD-WAN and its components
• Awareness of Unified Communications tools (e.g., Skype for Business, Exchange, Office 365)
• Familiarity with Hosting and Security products (Windows/Linux/VMware/Storage/Backup)
• Experience with DNS management

Languages

• English – Fluent (Mandatory)

Qualifications & Certifications

• Bachelor’s degree in ICT, Telecommunications, Business Administration, or a related field – Completed or in progress – Required
• CCENT, Network+, or equivalent networking certification – Completed or in progress – Required
• ITIL Foundation certification – Desirable