Job Description
About GTT:
GTT is a leading global provider of secure cloud networking solutions for multinational 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 sales and 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 gtt.net.
Role Summary:
3rd level of technical support for the GTT client base – Network Services & Security fields.
Job Scope/Supervision:
The team represents a highly skilled, intelligent, and efficient break/fix organisation, with a customer centric focus, serving GTT’s international customer base and multi-vendor network. The team has a strong focus on consistency and process, working in conjunction with other areas of the GTT business, to deliver a world-class customer experience. The role is a technical escalation point of a team responsible for the overall technical & operational quality and handling of incidents, problems, and change requests.
Duties and Responsibilities:
Work on complex technical incidents and client projects.
Break/fix support for customer services, across GTT’s international network.
Own incidents, resolve them swiftly and drive through to final fix, while working with customers and other internal and external teams as appropriate.
Escalation to vendor support and other internal teams, to ensure prompt and satisfactory resolution of issues.
Provide concise and relevant action plans for teams, to resolve network and customer issues efficiently.
Communication and documentation of customer and service-specific support information.
Pro-active problem management, based on technical and trend analysis, to ensure service stability. Taking preventative actions where possible.
Configuration of network & security elements and migration of services.
Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network.
Required Experience/Qualifications:
Minimum 5 years of experience, within operations of a Telco, Service Provider, Managed Services Provider or other similar environment.
Excellent knowledge of the Telecom/SP/MSP industry, standards and products – DIA & IP Transit service, MPLS, L2VPN & L3VPN solutions, Managed Security services, etc.
Excellent fault diagnostics and troubleshooting abilities.
Deep understanding and experience with routing protocols (BGP, ISIS, OSPF, EIGRP).
Deep understanding and experience with L2 technologies (VLANs, Q-in-Q, Trunks, VTP, Spanning-Tree Protocols, Aggregation/LACP).
Good understanding of network security technologies and experience with NGFWs (NAC, VPNs, DPI, IPS/IDS, Application control, Content filtering, etc.).
Good understanding and experience with other network & security related protocols and technologies is a benefit (FHRPs, DHCP, NAT, QoS, ACLs, SNMP, AAA, Tunneling/VPN solutions, VoIP, WLANs).
General knowledge of Linux/Unix based tools and operations.
Expert level Cisco / Juniper knowledge & experience is a must.
Good knowledge & experience with other Network/Security oriented vendors is a benefit – Fortinet, Palo Alto, Checkpoint, etc.
Experience with scripting, for performing and automating network related tasks, is a benefit.
Desirable Experience/Qualifications:
Cisco CCS/CCNP, Juniper JNCIS/JNCIP, Fortinet FCP/FCSS, Palo Alto PCNSE/PCCSE, or other similar training & certification, for this level of qualification, is an advantage.
Working hours: 09:00 - 18:00/ 11:00 - 20:00
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