Tier 1 Engineer
GTT Communications
- Pune, Maharashtra
- Permanent
- Full-time
- 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
- Engaging and arranging external technical and non-technical support where hands and eyes support
- Following-up with external technical and non-technical support organizations including 3rd parties until
- Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed
- 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
- Ensure the Configuration Management System (CMS) is maintained/updated.
- Maintain an exceptional level of customer service during any engagements with Customers/3rd
- Ensure communication at all times is clear, concise, meaningful, professional and efficient.
- Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation
- 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
- 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.
- MS Office – Intermediate (must).
- Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
- 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).
- General ICT/Telecommunications industry understanding (must).
- Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations
- 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,
- Understanding of Cisco/Juniper hardware/software – routers/switches.
- Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR),
- Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.
- English – fluent (mandatory).
- Knowledge and understanding of SD WAN and components.
- Awareness and understanding of Unified Conferencing products (video, Skype for Business).
- Awareness and understanding of Hosting and Security products.
- CE/CPE role understanding.
- Contact Centre
- Helpdesk
- Service Desk
- 1
- BSc/BE/BTech Degree in ICT/Telecommunications, similar discipline (either complete or in-progress)
- CCNA/JNCIA knowledge, Network+ or equivalent (complete or in-progress) (must).
- ITIL Foundation (desirable).
- Full-time (Night/Day Shift – 9x Hours a day – 24/7)
- India, Remote. Hybrid (