Network Technician 2

Position Title: Network Engineer
Tier 2 Location: India
Job Profile: Network Technician ST-2
Department: NOC Teams

About GTT:
Role Summary:
Duties and Responsibilities:

- Provide technical support and manage customer escalation at this level
- Prioritize and respond to customer requests in timely manner
- Own and troubleshoot network issues
- Work collaboratively with both internal teams and third-party vendor support and engineering teams
- Perform proactive monitoring of the core and edge network using various NMS tools
- Mentoring of Tier 1 Techs and proactive learning of core network and customer services
- Performance of any other ad-hoc duties as requested by GTT management
- Produce technical support documentation and write incident reports as appropriate

Required Experience/Qualifications:

- 2-5 or more years of relevant job experience in technical support role (i.e.: NOC, IT Helpdesk or Service Desk)
- Experience with network monitoring software.
- In depth knowledge of core TCP/IP networking skills, routing and switching (Juniper/Cisco)
- Previous experience working in an SLA-driven operation environment (ideally ISP based)
- Good understanding of IP and/or Optical networks to include IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec
- 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
- JNCIA or CCNA certification or equivalent skill level developed through industry experience is preferred
- Experience of shift work 24x7x365

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.
- 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, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
- Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal 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.