POSITION SUMMARY
With minimal supervision, performs tasks associated with repair of the client’s voice and data networks, and perform leadership tasks as needed. The Network Technician will communicate via phone, email and in system notes with the client and internal stakeholders. A working knowledge of Windows operating systems is expected, with Linux or UNIX a plus.
RESPONSIBILITIES
- Provide technical support and manage customer escalation at this level
- Prioritize and respond to customer requests in timely manner
- Own and troubleshoot network issues
- Work collaboratively with both internal teams and third-party vendor support and engineering teams
- Perform proactive monitoring of the core and edge network using various NMS tools
- Mentoring of Network Analyst and proactive learning of core network and customer services
- Performance of any other ad-hoc duties as requested by GTT management
- Produce technical support documentation and write incident reports as appropriate
QUALIFICATIONS
- Excellent communication skills (verbal and written)
- Logical problem analysis skills
- Use initiative and take ownership
- Ability to multitask, prioritize and work in a pressured and sometimes stressful environment
- Must be adaptable and flexible in dealing with a variety of people
- Achieve certification and maintain required training levels
- Must be a positive team player willing to contribute
- Ability to work on rotating shifts and/or on-call rotations
- At least 3 years’ experience in a network support role
- Experience of network monitoring software.
- In depth knowledge of core TCP/IP networking skills, routing and switching (Juniper/Cisco)
- Previous experience of working in an SLA-driven operation environment (ideally ISP based)
- Good understanding of IP and/or Optical networks to include IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec
- JNCIA or CCNA certification or equivalent skill level developed through industry experience is preferred
- Experience of shift work 24x7x365
EDUCATION
- High School Diploma/GED AND
- 3 or more years of relevant job experience.
- Relevant job experience is described as technical support role (i.e.: NOC, IT Helpdesk or Service Desk)
PHYSICAL REQUIREMENTS
- Constant computer typing and use of mouse.
- Near constant sitting at workstation.
- Use of telephone with or without headset.
ENVIRONMENT:
- Professional office environment.
ABOUT GTT
GTT’s global Tier1 IP network connects to any location in the world and with any application in the cloud. Our cloud networking services provide a better way for multinational clients to reach the cloud. Clients trust us to deliver secure solutions with simplicity, speed and agility.