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16.01.2019
★★★★★ First Line Hosting Engineer, Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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Interoute is a subsidiary of GTT.

GTT is redefining global communications to serve a cloud-based future, connecting people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. A Fortune Future 50 company, GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services to any location in the world.

The Service Desk & Tier 1 Engineer will provide first line technical support to GTT’s customers across an international 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 administration duties within this role.


First Line Hosting Engineer


Main 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 or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
  • Managerial Escalations – escalating 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.
  • Coach/guide Junior staff and new starters.

Main Requirements:

  • Experience in Help Desk/Service Desk/Technical Support/IT (desirable).

Technical

  • Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
  • Knowledge of the Internet, Internet technologies that include: PCs, TCP/IP (must).
  • Basic technical understanding of normal ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc.

Languages

  • English – fluent (mandatory).

Hours/Travel/Shift:

9 x hour day between 08:00 – 00:00.
or
Shift work – 4 x Shifts of 12 hours – 2 x day shifts (8am-8pm), 2 x night shifts (8pm to 8am), 4 x days off.

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