Service Desk Engineer

The role of Service Desk & Tier 1 Engineer involves providing first line technical support to GTTs customers globally. You will be handling a diverse range of Information and Communications Technology (ICT) products and services, diagnosing and resolving customer incidents and requests efficiently. Additionally, this role involves various administrative tasks. On a daily basis, you will collaborate with different teams including NMC, Tier 1,5, Tier 2, Tier 3, and Carrier Management. Reporting to the Manager, Service Assurance, you will be responsible for logging incident details, categorizing and prioritizing them, investigating and diagnosing using approved tools, resolving incidents within scope, and escalating complex issues to higher technical teams or external support when necessary. You will also be in charge of engaging external technical support for on-site assistance, following up on incident resolution progress, escalating managerial issues, communicating effectively with customers about incident status, maintaining the Configuration Management System, and ensuring exceptional customer service standards are met. Furthermore, you will provide feedback for process improvement, identify the need for Problem Management for recurring incidents, adhere to Service Operations processes and associated metrics, actively participate in meetings, conduct customer satisfaction surveys, mentor junior staff, and act as a technical escalation point. In summary, as a Service Desk & Tier 1 Engineer, your role is crucial in delivering high-quality technical support to customers, ensuring efficient incident resolution, maintaining effective communication, and contributing to continuous improvement within the team.,