About GTT
GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit www.gtt.net.
Role Summary:
The Technical Support Services (TSS) team provides 3rd line technical support for GTT’s core break/fix and customer support organisations. As a highly intelligent, flexible and efficient technical support team, it works with other parts of GTT to deliver a world-class customer experience.
The IP TSS team is responsible for the stability of GTT’s next generation native IPv4/IPv6 IP network, and provides advanced technical support for the full range of GTT IP products.
Job Scope/Supervision:
Engineer will communicate with many internal departments such as: Tier3 Compute, Tier2 teams, Service delivery, Product teams, Engineering, Service desk
Duties and Responsibilities:
Technical 3rd line line support, including:
• 3rd line break/fix support for core network and customer services across the International network
• Owns incidents, resolves them swiftly and drives through to final fix, working with customers and other internal teams as appropriate.
• Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues.
• Provides concise and relevant action plans for teams to resolve network and customer issues efficiently.
• Technical training of NOC and Support personnel, including IP technologies, troubleshooting and network management.
• Communication and documentation of customer- and service-specific support information to the 1st line NOC teams.
Technical ownership of core IP MPLS network, including:
• Support for new IP product release into the Support and NOC organisations, including training, testing and documentation.
• Uses detailed understanding of operational capabilities to support operations acceptance of new infrastructure and non-standard bids.
• Plan and execute software upgrades on the IP network and supported services, working with appropriate teams.
• Pro-active problem management based on technical and trend analysis to drive ever-better network performance.
• Configuration of network elements and migration of services under planned works.
• Technical review and ownership of key network management systems.
• Scope new developments to support continuous improvement of network quality and resilience.
• Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network.
Required Experience/Qualifications:
Minimum 3 years experience within IP Operations environment of a Telco or large ISP.
• Minimum 2 years of work in a technical IP technical 2nd line support position.
• Excellent and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment.
• Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills required.
• Excellent Cisco hardware and IOS knowledge
• Good Juniper and JUNOS knowledge
• Excellent technical knowledge of CE/CPE configurations and troubleshooting.
• Excellent knowledge of UNIX tools such as bash, vi, sed, grep etc.
• Strong experience in the use of IP management tools, both commercial and open source
• General knowledge or telecom industry, operational processes and standards.
• Demonstrable experience of OSS systems and system requirements, such as SMARTS
Desirable Experience/Qualifications:
• Program languages such as Ansible, Python, Bash etc.
• General technical understanding of other technologies (eg. VoIP)
• Qualification: CCNP or training for this level of qualification is preferable.
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What We Do
GTT is a managed network and security services provider to global organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit www.gtt.net.
