Network Solutions Expert

About GTT 

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit www.gtt.net

Role Summary:

3rd level of technical support for the GTT client base – Network Services & Security fields.

Job Scope/Supervision:

The team represents a highly skilled, intelligent, and efficient break/fix organisation, with a customer centric focus, serving GTT’s international customer base and multi-vendor network. The team has a strong focus on consistency and process, working in conjunction with other areas of the GTT business, to deliver a world-class customer experience. The team is responsible for the overall technical & operational quality and handling of incidents, problems, and change requests. The role will act as a 3rd technical escalation level for complex issues.

Duties and Responsibilities:

• Break/fix support for customer services, across GTT’s international network.
• Own incidents, resolve them swiftly and drive through to final fix, while working with customers and other internal and external teams as appropriate.
• Escalation to vendor support and other internal teams, to ensure prompt and satisfactory resolution of issues.
• Provide concise and relevant action plans for teams, to resolve network and customer issues efficiently.
• Communication and documentation of customer and service-specific support information.
• Pro-active problem management, based on technical and trend analysis, to ensure service stability. Taking preventative actions where possible.
• Configuration of network & security elements and migration of services.
• Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network.

Required Experience/Qualifications:

• Minimum 5 years of experience, within operations of a Telco, Service Provider, Managed Services Provider or other similar environment.
• General knowledge of the Telecom/SP/MSP industry, standards and products – DIA & IP Transit service, MPLS, L2VPN & L3VPN solutions, Managed Security services, etc.
• Good understanding of SD-WAN technologies and key products, NFV and Network Virtualization.
• Good understanding and demonstrable experience with routing protocols (BGP, ISIS, OSPF, EIGRP).
• Good understanding and demonstrable experience with L2 technologies (VLANs, Q-in-Q, Trunks, VTP, Spanning-Tree Protocols, Aggregation/LACP).
• General understanding of network security technologies and experience with NGFWs (NAC, VPNs, DPI, IPS/IDS, Application control, Content filtering, etc.).
• General understanding and experience with other network & security related protocols and technologies is a benefit (FHRPs, DHCP, NAT, QoS, ACLs, SNMP, AAA, Tunneling/VPN solutions, VoIP, WLANs).
• General knowledge of Linux/Unix based tools and operations.
• Good Cisco / Juniper knowledge & experience is a must.
• Good knowledge & experience with other Network/Security oriented vendors is a benefit – Fortinet, Palo Alto, Checkpoint, etc.

Desirable Experience/Qualifications:

• Cisco CCNP, Juniper JNCIS, Fortinet FCA, Palo Alto PCNSA/PCCSA, or other similar training & certification, for this level of qualification, is an advantage.

Hours/Travel/Shift:

Standard 8 working hour shifts, covering extended European business hours (08:00 – 20:00 EEST).

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