Operations Specialist

About GTT:

We empower business with networking expertise, technology and security to build a better tomorrow. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking security and managed services. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Operations Specialist will provide support for GTT’s international customer 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 administrative duties within this role.

Job Scope/Supervision:

NMC, Tier 2, Tier 3, Supplier Management, Change Management and Problem Management.

Duties and 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 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 and accepting 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 to ensure continual service improvement
• Identify the 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.

Required Experience/Qualifications:

General

• MS Office – Intermediate (must).
• Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

Experience

• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• 12+ x months in a process driven organization (must).
• Experience working in a multi-cultural/international environment (desirable).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Knowledge

• General ICT industry understanding (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).

Technical

• Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
• Knowledge and understanding of different types of common WAN connections.
• Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.
• Understanding of Cisco/Juniper hardware/software – routers/switches.

• Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR), TCP/UDP, VPN, VLANs, HSRP/VRRP.
• Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.

Languages

• English – fluent (mandatory)
• French/ Italian/ German/ Spanish (desirable).

Desireable Experience/Qualifications:

Technical

•           Knowledge and understanding of SD WAN and components.

•           Awareness and understanding of optical technologies.

•           Awareness and understanding of Unified Conferencing products (video, Skype for Business).

•           Awareness and understanding of Hosting and Security products.

•           CE/CPE role understanding.

Qualifications:

• High School Degree in IT related discipline (must).
• 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).

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.