▷ [01/10/2025] Network Engineer Tier 3

GTT provides secure global connectivity improving network performance and agility for your people places applications and clouds We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services internet security and voice services Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence For more information on GTT please visit Role Summary This team provides 3rd line technical support for GTT s customer support organizations As a highly intelligent flexible and efficient technical support team it works with other parts of GTT to deliver world-class customer experience The team is responsible for the stability of GTT s next generation native IPv4 IPv6 IP network and provides advanced technical support for the full range of GTT IP products working closely with Tier 1 and Tier 2 teams on customer and core issues Duties and Responsibilities 3rd line break fix support for customer services across the multinational and multivendor GTT network Owns incidents resolves them swiftly and drives through to final fix working with customers and other internal teams as appropriate Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues Provides concise and relevant action plans for teams to resolve network and customer issues efficiently Provides work instructions guidelines and training sessions to junior engineers when required Communication and documentation of customer and service-specific support information to the 1st line teams Proactive problem management based on technical and trend analysis to drive ever-better network performance Technical review and ownership of key network management systems Scope new developments to support continuous improvement of network quality and resilience Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network Designing developing and implementing automated solutions to streamline network operations Enhance efficiency and reduce manual intervention Combine networking expertise with programing and scripting skills to optimize network structure ensuring scalability reliability and security Maintain up-to-date documentation of automated processes scripts and network changes Required Experience Qualifications Minimum 5 years of experience within IP Operations environment of a Telco or large ISP Minimum 3 years of work in IP technical 2nd line support position Excellent and demonstrable experience of IP MPLS and routing knowledge ISIS BGP OSPF in an ISP environment Knowledge and understanding of SD WAN and components working knowledge on Fortinet VeloCloud Aruba is preferred Excellent knowledge of protocols in use by the systems and customer applications independent troubleshooting skills Excellent technical knowledge of CE CPE configurations and troubleshooting Understanding troubleshooting knowledge of technologies including Ethernet Ip transit VPLS MPLS DIA etc Strong experience in the use of IP management tools both commercial and open source CCNP or JNCIP certification is preferred Ansible Python Bash scripting language desirable Desirable Experience Qualifications Excellent Juniper and JUNOS knowledge MX960 M7 M10 and Juniper CPEs CEs General knowledge or telecom industry operational processes and standards Good knowledge and hands on experience with Fortinet VeloCloud Aruba SilverPeak devices and Accedian Cisco Comtrend CPE s General technical understanding of other technologies eg VoIP SDH and DWDM Hours Travel Shift 5 Days working 2 Days Off - US Business Hours Core Competencies Accuracy and Attention to Detail Understanding the necessity and value of accuracy ability to complete tasks with high levels of precision 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 Problem Solving Knowledge of approaches tools and techniques for recognizing anticipating and resolving organizational operational or process problems ability to apply knowledge of problem-solving appropriately to diverse situations Root Cause Analysis Knowledge of the concepts principles and techniques of root cause analysis RCA ability to use a structured approach to identify the underlying causes of problems in a particular environment and the changes needed to prevent recurrences IP Technologies and Protocols Knowledge of the features and policies of IP technologies and protocols ability to configure deploy and support IP-based networks and services IP-based Services Knowledge of the features and functions of IP-based services ability to configure deploy and support TCP IP-based networks and associated services 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 and enhance responsiveness and efficiency to core business practices Ability to drive cultural changes from best effort to results-oriented Customer First Customer Facing Knowledge of customer interactions creating a culture of accountability collaboration and partnership Ability to build an environment supporting 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