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.