Compute, Tier 1 Network Technician
Job Description
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:
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Logging all relevant incident/service request details, allocating categorization and prioritization codes.
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Providing first-line investigation and diagnosis using approved tools, systems and procedures.
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Resolving/fulfilling incidents/service requests that are in scope.
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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.
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Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
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Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
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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).
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Keeping customers informed of progress.
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Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
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Closing all resolved/fulfilled incidents/requests and other queries.
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Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
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Ensure the Configuration Management System (CMS) is maintained/updated.
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Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
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Ensure communication at all times is clear, concise, meaningful, professional and efficient.
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Provide feedback to appropriate Line Manager on how the NMC.Hosting/Tier 1 and supporting functions can improve.
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Identify need for Problem Management for reoccurring Incidents/Events.
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Understanding of and familiarity with Customers’ services and solutions.
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Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
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Actively participate as required in meetings (customer, 3rd party, internal).
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Conducting customer satisfaction call backs/surveys as agreed.
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Coach/guide Junior staff and new starters.
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Act as delegate for Senior staff.
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Act as technical escalation gate for Junior staff.
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Higher First Line Fix/Right First Time than Junior staff.
Ideal Candidate Profile:
General
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MS Office – Intermediate (must).
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Awareness of ITSM tools (e.g. Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
Experience
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Experience in Help Desk/Service Desk/Technical Support/IT (desirable).
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Experience working in a multi-cultural/international environment (desirable).
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Experience in fault diagnosis/troubleshooting and fulfilling requests (desirable).
Knowledge
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General ICT industry understanding (must).
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Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).
Essential Criteria:
Technical
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Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
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Knowledge of the Internet, Internet technologies that include: PCs, TCP/IP (must).
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Proficient in PC/Windows environment (must).
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Knowledge of at least 2 of the following:
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Windows (various flavours)
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Linux (Redhat), other Linux version experience considered an advantage
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Virtual platforms (Vmware, KVM or XEN)
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IP Networking
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Security Products (Cisco, Checkpoint, PaloAlto)
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Hosting hardware, servers and blades (HP and Dell)
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Symantec Netbackup
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Storage Solutions (NetApp, 3PAR, EMC or Equalogic)
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Microsoft SCOM, SNMP, SCOM Connectors and Connector Framework
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Basic technical understanding of normal ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc.
Languages
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English – fluent (mandatory).
Desirable Criteria:
Technical
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Knowledge and understanding of SD WAN and components.
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Awareness and understanding of Unified Conferencing products (Video, Skype for Business, Exchange, Office365).
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Awareness and understanding of Hosting (Windows, Linux, Storage, Backup, Vmware) and Security products.
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DNS management.
Other Similar Job Functions:
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Helpdesk
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Service Desk
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1st Line Support
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Technical Support
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IT
Qualifications/Courses:
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BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).
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CCENT knowledge, Network+ or equivalent (complete or in-progress) (must).
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ITIL Foundation (desirable).
Hours/Travel/Shift:
Shift work – 24*7
Job Location: Pune, India
