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:
- Efficiently and accurately manages inbound calls from all GTT customers
- Provide the highest standards of Customer Service on all inbound calls
- Escalate, for higher level support, to Tier II and Management.
- Document all voice and data service issues reported on inbound calls
- Operate in multiple systems and databases as required.
- Works with internal peer teams to assist with customer trouble resolution.
- Proactive learning of next-level technical duties and customer services.
Required Experience/Qualifications:
- High School Diploma/GED AND
- 1+ or more years of relevant job experience.
- Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)
- Excellent communication skills (verbal and written)
- Logical problem analysis skills
- Use initiative and take ownership
- Ability to multitask, prioritize and work in a pressured and sometimes stressful environment
- Must be adaptable and flexible in dealing with a variety of people
- Achieve certification and maintain required training levels
- Must be a positive team player willing to contribute
- Ability to work on rotating shifts and/or on-call rotations
- Experience with network monitoring software is a plus.
- Relevant job experience is described as a technical support role (i.e.: NOC, IT Helpdesk, or Service Desk)
- Knowledge of core TCP/IP networking skills, routing, and switching (Juniper/Cisco)
- 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
- Experience of shift work 24x7x365
Desirable Experience/Qualifications:
- At least 1-year experience in a network support role is preferred.
Hours/Travel/Shift:
Core Competencies:
- 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.
- Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
- 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.
- 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.
- 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.
- Oral Communications: Knowledge of oral communications issues; ability to express oneself and communicate with others verbally and appropriately.
- Customer Support Service Agreements: Knowledge of customer support service; ability to evaluate and adhere to customer support service agreements.
- 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.
- 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.
- 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.
Universal Competencies:
- 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.
- 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.
- 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.
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.
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