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Customer Service Technical Support Tier II

Company: GTT
Location: Englewood
Posted on: November 10, 2018

Job Description:

Job DescriptionPosition Summary:With minimal supervision, performs tasks associated with repair of the client’s voice and data networks, and perform leadership tasks as needed. The Tier II 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.Key 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 Tier 1 Techs 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 appropriateQualifications:Education Qualifications: High School Diploma/GED and 3-5 or more years of relevant job experience. Relevant job experience is described as technical support role (i.e.: NOC, IT Helpdesk or Service Desk)Skills Required:
    • 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 24x7x365GTT retains the right to change this job description any time.GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.Company DescriptionGTT is the world’s leading cloud networking provider. Operating a global Tier 1 IP network, GTT offers fast, reliable and secure connectivity to any location in the world and with any application in the cloud. Our private network solutions include Layer-2 Ethernet and Layer-3 MPLS IP-VPN architectures for private, public and hybrid cloud networking solutions. We also offer a broad portfolio of managed service products, including a full suite of managed network security solutions. Our clients trust us to deliver solutions with simplicity, speed and agility so they can compete effectively in today’s global economy.We provide multinationals with expansive network reach and a diverse suite of cloud networking services, securely connecting them to services, applications and cloud service providers around the world.

      Keywords: GTT, Denver , Customer Service Technical Support Tier II, IT / Software / Systems , Englewood, Colorado

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