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:
3rdleveloftechnical support for the GTT client base– Network Services & Securityfields.
Job Scope/Supervision:
The team represents a highly skilled, intelligent, and efficient break/fix organisation, with a customer centric focus, serving GTT’sinternationalcustomer baseandmulti-vendornetwork.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 ateam responsible for the overall technical&operational quality and handling of incidents, problems, and change requests.
DutiesandResponsibilities:
Work on complex technical incidentsand 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:
Minimum5years of experience, within operations of a Telco, Service Provider, Managed Services Provideror other similar environment.
Excellentknowledge ofthe Telecom/SP/MSPindustry,standardsand products–DIA & IP Transit service,MPLS,L2VPN & L3VPN solutions, Managed Security services, etc.
Excellentfaultdiagnostics and troubleshooting abilities.
Deepunderstanding and experience with routing protocols (BGP, ISIS, OSPF, EIGRP).
Deepunderstanding and experience with L2 technologies (VLANs, Q-in-Q, Trunks, VTP, Spanning-TreeProtocols, Aggregation/LACP).
Goodunderstanding of network security technologies and experience with NGFWs (NAC,VPNs,DPI, IPS/IDS, Application control, Content filtering, etc.).
Goodunderstanding 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).
Generalknowledge ofLinux/Unixbasedtoolsand operations.
Expert levelCisco/Juniperknowledge& experienceis amust.
Goodknowledge & 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.
DesirableExperience/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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