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Tier 1 Engineer Jobs

Company

GTT
Address Florida, United States
Employment type FULL_TIME
Salary
Category Telecommunications
Expires 2023-08-11
Posted at 10 months ago
Job Description
Internal Departments They Will Interact With


NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.


Main Responsibilities


  • Identify need for Problem Management for reoccurring Incidents/Events.
  • Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
  • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
  • Understanding of and familiarity with Customers’ services and solutions.
  • Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
  • Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
  • Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
  • Closing all resolved/fulfilled incidents/requests and other queries.
  • Resolving/fulfilling incidents/service requests that are in scope.
  • Ensure the Configuration Management System (CMS) is maintained/updated.
  • Actively participate as required in meetings (customer, 3rd party, internal).
  • Providing first-line investigation and diagnosis using approved tools, systems and procedures.
  • Ensure communication at all times is clear, concise, meaningful, professional and efficient.
  • Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
  • Keeping customers informed of progress.
  • Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
  • Following-up with external technical and non-technical support organisations including 3rd parties until incident/request resolution/fulfilment.
  • 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).
  • Logging all relevant incident/service request details, allocating categorization and prioritization codes.
  • Conducting customer satisfaction call backs/surveys as agreed.
  • Act as delegate for Standard staff.


Ideal Candidate Profile


General


  • MS Office – Intermediate (must).
  • Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).


Experience


  • Up to 12 x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (desirable).


Knowledge


  • General ICT industry understanding (must).


Essential Criteria


Languages


  • English – fluent (mandatory).


Desirable Criteria


Technical


  • Knowledge and understanding of different types of common WAN connections.
  • Understanding of Cisco/Juniper hardware/software – routers/switches.
  • Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.
  • Knowledge and understanding of SD WAN and components.
  • Knowledge and understanding of TCP/IP protocol stack OSI layering (OSI model).
  • Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR), TCP/UDP, VPN, VLANs, HSRP/VRRP.
  • Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.


Awareness and understanding of optical technologies.


  • Awareness and understanding of Hosting and Security products.
  • CE/CPE role understanding.
  • Awareness and understanding of Unified Conferencing products (video, Skype for Business).


Other Similar Job Functions


  • Helpdesk
  • 1st Line Support
  • Contact Centre
  • Service Desk


Qualifications/Courses


  • High School Degree in IT related discipline (must).
  • BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (desirable).
  • CCENT knowledge, Network+ or equivalent (complete or in-progress) (desirable).