Network Analyst-1

2 weeks ago

Pune, India GTT Communications Full time

Key Responsibilities:

- Take part in a rotating 24x7x365 shift rotation to provide operational coverage in the GTT NOC
- 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 service issues reported on inbound calls into ticketing system.
- 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
- Liaise with other NOC engineers and Network Operations Centers in other countries
- Maintain operational standards in line with customer SLA’s, i.e. fast response times to customers at established intervals from incident start time up to incident restoration
- Operational vendor management: Handling backhaul network issues with third party providers (DWDM, Dark Fiber, SONET, SDH, IP) - utilizing all escalation points within our partner’s organization when necessary
- Report writing and creating
- Proactive learning of core network and systems
- Monitoring real-time network alarms
- Non-routine duties will be allocated as deemed necessary

Required Qualifications:

- Job experience in Telecom or IT with customer interaction.
- Excellent English communication skills (verbal and written)
- Logical problem analysis skills
- Use initiative and be pro-active
- Take ownership / responsibility for own work
- 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 team player
- Ability to work on rotating shifts and/or on-call rotations
- 1 year experience on an inbound call team or network support role preferred.
- Knowledge of core TCP/IP networking, a plus
- Routing and Switching (Juniper/Cisco/Adtran/Fortinet/HP/DELL), a plus
- Familiarity with IP networks to include SIP, IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, DNS, SNMP, and IPSec, a plus

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