Tier 1 Engineer Jobs

Role Summary

The Tier 1 Engineer will communicate via phone, email and in system notes with the client and internal stakeholders. Working knowledge of Windows operating systems is expected, with Linux or Unix a plus.

Duties And Responsibilities

• Operate in multiple systems and databases as required.
• Efficiently and accurately manages inbound calls from all GTT customers
• Provide the highest standards of Customer Service on all inbound calls
• Document all voice and data service issues reported on inbound calls
• Works with internal peer teams to assist with customer trouble resolution.
• Proactive learning of next-level technical duties and customer services.
• Escalate, for higher level support, to Tier II and Management.

Required Experience/Qualifications

• Ability to work on rotating shifts and/or on-call rotations
• Achieve certification and maintain required training levels
• Must be a positive team player willing to contribute
• Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)
• High School Diploma/GED AND
• Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)
• Use initiative and take ownership
• Excellent communication skills (verbal and written)
• Knowledge of core TCP/IP networking skills, routing, and switching (Juniper/Cisco)
• Experience of shift work 24x7x365
• Previous experience of working in an SLA-driven operation environment (ideally ISP based) is preferred.
• Good understanding of IP and/or Optical networks including IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANs, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec
• Logical problem analysis skills
• Experience with network monitoring software is a plus.
• Ability to multitask, prioritize and work in a pressured and sometimes stressful environment
• 1+ or more years of relevant job experience.
• Must be adaptable and flexible in dealing with a variety of people

Desirable Experience/Qualifications

• At least 1-year experience in a network support role is preferred.

Hours/Travel/Shift

• 24x7x365 Work Shift

Core Competencies

• Telecom Service Request Management: Knowledge of the processes, activities, and tools for managing customer requests; ability to fulfill the service request to customer's satisfaction.
• Customer Support Service Agreements: Knowledge of customer support service; ability to evaluate and adhere to customer support service agreements.
• Oral Communications: Knowledge of oral communications issues; ability to express oneself and communicate with others verbally and appropriately.
• 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.
• 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.
• Troubleshooting Network Problems: Knowledge of tools and techniques to troubleshoot network problems; ability to anticipate, recognize and resolve technical (network, hardware, software, equipment, or operational) problems.
• Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Active Learning: Understanding the necessity for continuous personal growth and learning; the ability to gauge one's strengths, limitations, and interests accurately, and use this knowledge for purposes of performance effectiveness and self-development.
• 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.
• 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.

Universal Competencies

• 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.
• 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.
• 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.

EEO Statement (Americas Only)

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.