GTT Communications Looking for Network Analyst (Tier 1) at Pune, Maharashtra Full Time

Role Summary:
The Service Desk & Tier 1 Engineer will provide first line technical support to GTT’s customers across an international 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 administration duties within this role.

Internal Departments they will interact with:
NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.

Main 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 or are out of Service Desk/1st Line scope, 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 organisations including 3rd parties until incident/request resolution/fulfilment.

Managerial Escalations – escalating 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 on how the Service Desk and supporting functions can improve.

Identify 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.

Act as delegate for Standard staff.

Ideal Candidate Profile:
General

MS Office – Intermediate (must).

Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

Experience

Up to 12 x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (desirable).

Knowledge

General ICT industry understanding (must).

Essential Criteria:
Languages

English – fluent (mandatory).

Desirable Criteria:
Technical

Knowledge and understanding of TCP/IP protocol stack 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.

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.

Other Similar Job Functions:
Contact Centre

Helpdesk

Service Desk

1st Line Support

Qualifications/Courses:
High School Degree in IT related discipline (must).

BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (desirable).

CCENT knowledge, Network+ or equivalent (complete or in-progress) (desirable).