Network Technician – Pune, Maharashtra – GTT Communications

September 30, 2022

Job Description

Job title: Network Technician

Company: GTT Communications

Job description: Compute, Tier 1 Network Technician

Job Description

  • Role Summary:

The Tier 1 Computing Engineer will provide first line technical support to GTT’s customers 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 customer 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 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 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 customers informed of progress.
  • Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
  • Closing all resolved/fulfilled incidents/requests and other queries.
  • Communication with customers – 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 customer service during any engagements with Customers/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 NMC.Hosting/Tier 1 and supporting functions can improve.
  • Identify need for Problem Management for reoccurring Incidents/Events.
  • Understanding of and familiarity with Customers’ 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 (customer, 3rd party, internal).
  • Conducting customer 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 (e.g. Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

Experience

  • Experience in Help Desk/Service Desk/Technical Support/IT (desirable).
  • Experience working in a multi-cultural/international environment (desirable).
  • Experience in fault diagnosis/troubleshooting and fulfilling requests (desirable).

Knowledge

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

Essential Criteria:

Technical

  • Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
  • Knowledge of the Internet, Internet technologies that include: PCs, TCP/IP (must).
  • Proficient in PC/Windows environment (must).
  • Knowledge of at least 2 of the following:
  • Windows (various flavours)
  • Linux (Redhat), other Linux version experience considered an advantage
  • Virtual platforms (Vmware, KVM or XEN)
  • IP Networking
  • Security Products (Cisco, Checkpoint, PaloAlto)
  • Hosting hardware, servers and blades (HP and Dell)
  • Symantec Netbackup
  • Storage Solutions (NetApp, 3PAR, EMC or Equalogic)
  • Microsoft SCOM, SNMP, SCOM Connectors and Connector Framework
  • Basic technical understanding of normal ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc.

Languages

  • English – fluent (mandatory).

Desirable Criteria:

Technical

  • Knowledge and understanding of SD WAN and components.
  • Awareness and understanding of Unified Conferencing products (Video, Skype for Business, Exchange, Office365).
  • Awareness and understanding of Hosting (Windows, Linux, Storage, Backup, Vmware) and Security products.
  • DNS management.

Other Similar Job Functions:

  • Helpdesk
  • Service Desk
  • 1st Line Support
  • Technical Support
  • IT

Qualifications/Courses:

  • 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:

Shift work – 24*7

Job Location: Pune, India

Expected salary:

Location: Pune, Maharashtra

Job date: Fri, 30 Sep 2022 04:10:38 GMT

Location