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Pune Maharashtra, India GTT Communications Full time

Compute Tier 1 Network Technician 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