Tier 2 Network Technician

The Tier 1 Computing Engineer will provide first line technical support to GTTs customers across an international base. You will need an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services to analyze, diagnose, and resolve/fulfill customer incidents/requests, ranging from straightforward to more complex technical requirements. In this role, there are also various administration duties to be undertaken. You will interact with internal departments such as NMC, Tier 2, Tier 3, and Carrier Management. Your main responsibilities will include logging all relevant incident/service request details, providing first-line investigation and diagnosis, resolving/fulfilling incidents/service requests, and escalating technical issues as necessary. Additionally, you will engage and arrange external technical and non-technical support when required on-site, communicate with customers to keep them informed of progress, and ensure exceptional customer service is maintained at all times. As the ideal candidate, you should have proficiency in MS Office and awareness of ITSM tools. Experience in Help Desk/Service Desk/Technical Support/IT, working in a multi-cultural/international environment, and fault diagnosis/troubleshooting is desirable. General understanding of the ICT industry, ITIL Foundation/ITIL Operations, and knowledge of TCP/IP protocol stack and OSI layering are essential criteria for this role. Furthermore, you should possess knowledge in areas such as Windows, Linux, IP Networking, Security Products, Hosting hardware, Symantec Netbackup, Storage Solutions, Microsoft SCOM, and basic ISP services. Awareness of SD WAN, Unified Conferencing products, and Hosting and Security products is desirable. Proficiency in English is mandatory for this position. This role involves shift work on a 24*7 basis and is located in Pune, India. Additionally, having a BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline, CCENT knowledge, and ITIL Foundation certification are preferred qualifications for this position. Other similar job functions include Helpdesk, Service Desk, 1st Line Support, Technical Support, and IT.,