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
Team description & Purpose of Role:
The Service Operations Team manages and maintains GTT’s international network on 24/7 schedule. The team represents a highly skilled, intelligent, and efficient break/fix organisation, with a customer centric focus, serving GTT’s Premium customer base.
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 Service Operations Team is responsible for the overall technical and operational quality and handling of incidents, problems, and change requests. The team holds the responsibility for technical validation and analysis, communication with customers and third parties, including both vendors and suppliers, and ultimately the customer satisfaction of GTT’s customer base.
Job Responsibilities:
Overall responsibility: Technical and Operational validation. Acting as a technical and operational interface with other departments and 3rd parties, representing the GTT Service Operations team.
• Break/fix support for customer services across the GTT’s international network.
• Owns incidents, resolves them swiftly and drives 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 and take preventative action taken where possible.
• Configuration of network elements and migration of services.
• Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network.
Experience Required:
- Minimum 2 years of experience, within operations of a Telco, Service Provider or other similar environment.
- General knowledge of telecom industry and standards. Excellent fault diagnostics and troubleshooting abilities.
- Understanding of SD-WAN, Security and SASE products, from various vendors – VMware Velocloud, SilverPeak/Aruba, Palo Alto, Fortinet and others.
- Good understanding and demonstrable experience with routing protocols (BGP, ISIS, OSPF, EIGRP) in a Service Provider environment.
- Good understanding and demonstrable experience with L2 technologies (VLANs, Q-in-Q, Trunks, VTP, Spanning-tree protocols, Aggregation/LACP) in a Service Provider environment.
- Good understanding and demonstrable experience with MPLS, L3VPN & L2VPN solutions.
- Good Cisco hardware and IOS knowledge is a benefit.
- Good Juniper and JUNOS knowledge is a benefit.
- Qualification: Cisco CCNA, Juniper JNCNA, Fortinet FCA, Palo Alto PCNSA/PCCSA, or other similar training & certification, for this level of qualification, is an advantage.
Person Specification:
• 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 organised approach to work
• Efficient and productive, with good time management skills
• Able to resolve problems quickly and effectively
• Able to work in a team with little supervision and using own initiative
• Highly service oriented with strong customer-facing skills
• Flexible approach: able to work under pressure and occasional extended hours
• Pro-active approach towards problems presented
• Strong team spirit
• Able to make decisions, follow support procedures, prioritise tasks
• Able to handle multiple support tickets in a professional manner
Working Hours: 24/7 shifts
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What We Do
GTT is a managed network and security services provider to global organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit www.gtt.net.
