Tier 1 Engineer

3 weeks ago

pune, India GTT Communications, Inc. Full time

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 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 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 Service Desk (Tier 1 and Escalation Management) 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 (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

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/Telecommunications 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 and understanding of different types of common WAN connections. Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL. Understanding of Cisco/Juniper hardware/software – routers/switches. 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.

Languages

English – fluent (mandatory).

Desirable Criteria:

Technical

Knowledge and understanding of SD WAN and components.

Awareness and understanding of optical technologies.

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

Other Similar Job Functions:

Contact Centre Helpdesk Service Desk 1st Line Support

Qualifications/Courses:

BSc/BE/BTech Degree in ICT/Telecommunications, similar discipline (either complete or in-progress) or equivalent work experience (must). CCNA/JNCIA knowledge, Network+ or equivalent (complete or in-progress) (must). ITIL Foundation (desirable).

Hours/Location/Shift:

Full-time (Night/Day Shift – 9x Hours a day – 24/7) India, Remote. Hybrid (< 200 Kms in and around Bangalore, Hyderabad, and Pune)

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