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Network Technician

2 weeks ago

Pune, India GTT Communications Full time

Provide proactive fault resolution support for Voice/ VoIP cases or when the Service Desk/ NOC front line team is unable to resolve a customer and/or network fault or where a fault has been escalated according to SLA requirements.
- Use network tools to monitor core network and customer services.
- Proactively initiate incident management process.
- Perform diagnostics on all Voice network and customer faults.
- Generate action plans to troubleshoot all Voice network and customer faults.
- Track the incident management of proactive and reactive issues through the Trouble Ticket system.
- Management and Technical escalation of Trouble Tickets in line with process.
- Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European US/Canada network
- Liaise with customer representatives to progress fault resolution.
- Support local Field operations with maintenance activities.
- Works in the NOC on a 24x7 shift rota.
- Reporting security incidents to the appropriate operations functions on detection.
- Comply to GTT Security Management controls, security policies and report security incidents to line manager
- Monitoring fraudulent activity and alerts.
- Professional, structured and proactive approach.
- Self-motivated with excellent interpersonal and communication skills
- Positive and approachable team player
- Calm and productive under pressure
- Detail-oriented and organized approach to work
- Efficient and productive with good time management skills
- Able to resolve problems quickly and effectively
- Supporting carrier level voice service such as trunking and hosted phone services
- Supporting routers, switches and phone platforms
- Supporting Netsapiens hosted platform, Broadsoft or similar platforms
- Good Knowledge with call routing
- Good Knowledge with SIP call flows and troubleshooting
- Familiarity with packet capture analysis tools such Wireshark

Desirable Criteria:

- Fluency in English and other languages would be an advantage
- Ideally two to three years of work in a technical Voice support position
- Ideally one year experience of working a 24x7 shift pattern
- Linux/Unix skills to at least user level
- Good knowledge on SIP protocol