Network Engineer Tier 3

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary

This team provides 3rd line technical support for GTT’s customer support organizations. As a highly intelligent, flexible and efficient technical support team, it works with other parts of GTT to deliver world-class customer experience. The team is responsible for the stability of GTT’s next generation native IPv4/IPv6 IP network and provides advanced technical support for the full range of GTT IP products working closely with Tier 1 and Tier 2 teams on customer and core issues.

Duties And Responsibilities

• 3rd line break/fix support for customer services across the multinational and multivendor GTT network.
• Owns incidents, resolves them swiftly and drives through to final fix, working with customers and other internal teams as appropriate.
• Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues.
• Provides concise and relevant action plans for teams to resolve network and customer issues efficiently.
• Provides work instructions, guidelines and training sessions to junior engineers when required.
• Communication and documentation of customer and service-specific support information to the 1st line teams.
• Proactive problem management based on technical and trend analysis to drive ever-better network performance.
• Technical review and ownership of key network management systems.
• Scope new developments to support continuous improvement of network quality and resilience.
• Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network.
• Designing, developing and implementing automated solutions to streamline network operations. Enhance efficiency and reduce manual intervention.
• Combine networking expertise with programing and scripting skills to optimize network structure ensuring scalability, reliability and security.
• Maintain up-to-date documentation of automated processes, scripts and network changes
  
  

Required Experience/Qualifications

• Minimum 5 years of experience within IP Operations environment of a Telco or large ISP.
• Minimum 3 years of work in IP technical 2nd line support position.
• Excellent and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment.
• Knowledge and understanding of SD WAN and components, working knowledge on Fortinet, VeloCloud, Aruba is preferred.
• Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills.
• Excellent technical knowledge of CE/CPE configurations and troubleshooting.
• Understanding troubleshooting knowledge of technologies including Ethernet, Ip transit, VPLS, MPLS, DIA etc.
• Strong experience in the use of IP management tools, both commercial and open source.
• CCNP or JNCIP certification is preferred.
• Ansible, Python, Bash scripting language desirable.
  
  

Desirable Experience/Qualifications

• Excellent Juniper and JUNOS knowledge (MX960, M7, M10 and Juniper CPEs/CEs)
• General knowledge or telecom industry, operational processes and standards.
• Good knowledge and hands on experience with Fortinet, VeloCloud, Aruba/SilverPeak devices and Accedian, Cisco, Comtrend CPE’s.
• General technical understanding of other technologies (eg. VoIP, SDH and DWDM)
  
  

Hours/Travel/Shift

5 Days working / 2 Days Off – US Business Hours

Core Competencies

• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem-solving appropriately to diverse situations.
• Root Cause Analysis: Knowledge of the concepts, principles, and techniques of root cause analysis (RCA); ability to use a structured approach to identify the underlying causes of problems in a particular environment and the changes needed to prevent recurrences.
• IP Technologies and Protocols: Knowledge of the features and policies of IP technologies and protocols; ability to configure, deploy and support IP-based networks and services.
• IP-based Services: Knowledge of the features and functions of IP-based services; ability to configure, deploy and support TCP/IP-based networks and associated services.
• Troubleshooting Network Problems: Knowledge of tools and techniques to troubleshoot network problems; ability to anticipate, recognize and resolve technical (network, hardware, software, equipment or operational) problems.
  
  

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes and enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results-oriented.
• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting 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.