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10.03.2020
★★★★★ Tier 1 Computing Engineer, GTT Bulgaria JSCo.  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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GTT connects 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. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services.


Tier 1 Computing Engineer

Role Summary:

The Tier 1 Computing 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.

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 1st Line scope, 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 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).
  • 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 communication at all times is clear, concise, meaningful, professional and efficient.
  • Provide feedback to appropriate Line Manager on how the NMC.Hosting/Tier 1 and supporting functions can improve.
  • Identify need for Problem Management for reoccurring Incidents/Events.
  • 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.

Ideal Candidate Profile:

General

  • MS Office – Intermediate (must).
  • Awareness of ITSM tools

Experience

  • Experience in Help Desk/Service Desk/Technical Support/IT (desirable).
  • Experience working in a multi-cultural/international environment (desirable).
  • Experience in fault diagnosis/troubleshooting and fulfilling requests (desirable).

Knowledge

  • General ICT industry understanding (must).
  • Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).

Essential Criteria:

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).
  • Proficient in PC/Windows environment (must).
  • Knowledge of at least 2 of the following:
  • Windows (various flavours)
  • Linux (Redhat), other Linux version experience considered an advantage
  • Virtual platforms (Vmware, KVM or XEN)
  • Security Products (Cisco, Checkpoint, PaloAlto)
  • Hosting hardware, servers and blades (HP and Dell)
  • Symantec Netbackup
  • Storage Solutions (NetApp, 3PAR, EMC or Equalogic)
  • Microsoft SCOM, SNMP, SCOM Connectors and Connector Framework
  • Basic technical understanding of normal ISP services, such a DNS, Email, shared hosting, remote access, web-portals, etc.

Languages

  • English – fluent (mandatory).

Qualifications/Courses:

  • 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).

Hours/Travel/Shift:

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.

Запознат съм с Политика за защита на лични данни на GTT Bulgaria JSCo.


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