Tier 1 Engineer

Role Summary:

The Service Desk & Tier 1 Engineer will provide first line technical support to GTT’s clients across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of client incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role.

Internal Departments they will interact with:

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

Main Responsibilities:

• Logging all relevant incident/service request details, allocating categorization and prioritization codes.
• Providing first-line investigation and diagnosis using approved tools, systems and procedures.
• Resolving/fulfilling incidents/service requests that are in scope.
• 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.
• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
• Following-up with external technical and non-technical support organizations 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).
• Keeping clients informed of progress.
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Closing all resolved/fulfilled incidents/requests and other queries.
• Communication with clients – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
• Ensure the Configuration Management System (CMS) is maintained/updated.
• Maintain an exceptional level of client service during any engagements with Clients/3rd Parties/Internal Teams.
• Ensure communication at all times is clear, concise, meaningful, professional and efficient.
• Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
• Identify need for Problem Management for reoccurring Incidents/Events.
• Understanding of and familiarity with Clients’ services and solutions.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (client, 3rd party, internal).
• Conducting client satisfaction call backs/surveys as agreed.
• Coach/guide Junior staff and new starters.
• Act as delegate for Senior staff.
• Act as technical escalation gate for Junior staff.
• Higher First Line Fix/Right First Time than Junior staff.

Ideal Candidate Profile:

General

• MS Office – Intermediate (must).
• Awareness of ITSM tools

Experience

• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• 12+ x months in a process driven organization (must).
• Experience working in a multi-cultural/international environment (desirable).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Knowledge

• General ICT industry understanding (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).

Essential Criteria:

Technical

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

Languages

• English – fluent (mandatory).

Desirable Criteria:

Technical

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

Other Similar Job Functions:

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

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) (must).
• CCENT knowledge, Network+ or equivalent (complete or in-progress) (must).
• ITIL Foundation (desirable).

Hours/Travel/Shift:

24/7 shifts