Principal Network Engineer, Tier 3

Role Summary:

As the Technical Operations Principal Engineer, you will provide third-line technical support for GTT’s core break/fix and customer support organizations. You will be part of a highly skilled, flexible, and efficient technical support team that collaborates with other parts of GTT to deliver a world-class customer experience. The team is responsible for supporting GTT’s Americas customer base and providing the highest level of technical support for the full range of GTT’s IP, SD-WAN, and Security products. This role resides within the Americas Service Assurance organization, where you will work closely with Tier 1 and Tier 2 teams on highly complicated customer network and security resolutions.

Duties and Responsibilities:

• Provide third-line break/fix support for core network and customer services across the multinational and multivendor GTT network.
• Take the lead on more complex and escalated issues, ensuring swift resolution.
• Own incidents, resolve them swiftly, and drive them through to final fix, collaborating with customers and internal teams as needed.
• Develop concise and relevant action plans for teams to resolve network and customer issues efficiently.
• Provide work instructions, guidelines, and training sessions to junior Tier 3 engineers and NMC Tier 1 and 2 engineers on a variety of technical topics.
• Communicate and document customer and service-specific support information.
• Engage in proactive problem management based on technical and trend analysis to enhance network performance.
• Configure network elements and migrate services under planned works.
• Conduct technical reviews and take 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:

• 5+ years’ experience within an IP Operations environment of a Telco or large ISP.
• 3+ years’ experience in a technical IP second-line support position.
• Excellent and demonstrable experience with IP, SDWAN, MPLS, and routing protocols (ISIS, BGP, OSPF) in an ISP environment.
• Excellent knowledge of protocols used by systems and customer applications, with strong independent troubleshooting skills.
• Excellent knowledge of Cisco hardware and IOS (12xxx, 7xxx, 8xx, 17xx routers, 3550 and 65xx switches).
• Excellent knowledge of Juniper hardware and JUNOS (MX960, M7, M10, and Juniper CPEs/CEs).
• Excellent technical knowledge of CE/CPE configurations and troubleshooting.
• Proficient in UNIX tools such as bash, vi, sed, grep, etc.
• Strong experience in the use of IP management tools, both commercial and open source.

Core Competencies

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Flexibility and Adaptability: Knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Teamwork: Knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.
• Tolerance for Ambiguity and Stress: Understanding of the necessity of moving forward with less than perfect information and ability to flexibly and comfortably adapt to changing work demands.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
• Network Incident Management: Knowledge of network incident management; ability to identify, investigate, troubleshoot, resolve and prevent the recurrence of incidents that interfere with the normal delivery of services.
• Telecom Operations: Knowledge of telecom operations; ability to manage the day-to-day operation of production networks and provide satisfactory services to customers.
• Telecom Platforms and Technologies: Knowledge of the architecture of various telecom platforms; ability to manage technologies and systems for providing telecommunications networks and services.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.