Senior Network Engineer, Tier 2
About GTT:
GTT is a leading global provider of secure cloud networking solutions for multinational 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 sales and 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, visitgtt.net.
Role Summary:
The Senior Network Engineer, Tier 2 will be responsible for providing concise and relevant action plans for teams to resolve network and customer issues efficiently and in timely manner.
The Senior Network Engineer, Tier2 is part of the Network Management Center Team, who manages and maintains the customers for GTT 24/7. Team consists of highly skilled network engineers, who are working on different solutions, vendors and technologies.
The Senior Network Engineer, Tier 2 will be in direct contact with other Tier 2 Teams, Tier 3 Team, Tier 1 Teams, Supplier Management Team, Incident Managers and other teams within the company, depending on the problem and difficulties faced.
Duties and Responsibilities:
• Use network tools to monitor core network and customer services.
• Proactively initiate incident management process.
• Perform diagnostics on all IP network and customer faults.
• Generate action plans to troubleshoot all IP 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 NMC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a world-wide network
• Liaise with customer representatives to progress fault resolution.
• Support local Field operations with maintenance activities.
• Provide training and mentor junior members of the team
• Develop and maintain internal sources of NMC handling information
• Work on improvement of internal processes, procedures and tools
• Works in the NMC 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
• Physical Security Monitoring
Required Experience/Qualifications:
• Minimum three years of work within IP Operations environment of a Telco or large ISP.
• Minimum three years of work in a technical IP support position.
• Minimum two years experience of working a 24x7 shift pattern.
• Minimum two years experience with Trouble Ticketing tools
• Minimum two years experience with network monitoring tools
• Excellent IP, MPLS and routing knowledge (ISIS, BGP) in an ISP environment
• Excellent Cisco hardware and IOS knowledge.
• Excellent Juniper hardware and JUNOS knowledge.
• Excellent technical knowledge of CE/CPE configurations and troubleshooting
• General knowledge of telecom industry and standards.
• Qualifications: CCNA/JNCIA highly desirable.
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
Hours/Travel/Shift:
• Traveling is not expected, might occur rarely
• Employee to work on 24/7 pattern
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