Network Engineer, Tier 3

Role Summary:

The Technical Support Services (TSS) team provides 3rd line technical support for GTT’s core break/fix and customer support organisations. As a highly intelligent, flexible and efficient technical support team, it works with other parts of GTT to deliver a world-class customer experience.

The IP TSS 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.

Job Scope/Supervision:

Engineer will communicate with many internal departments such as: Tier3 Compute, Tier2 teams, Service delivery, Product teams, Engineering, Service desk

Duties and Responsibilities:

Technical 3rd line line support, including:
• 3rd line break/fix support for core network and customer services across the International 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.
• Technical training of NOC and Support personnel, including IP technologies, troubleshooting and network management.
• Communication and documentation of customer- and service-specific support information to the 1st line NOC teams.

Technical ownership of core IP MPLS network, including:
• Support for new IP product release into the Support and NOC organisations, including training, testing and documentation.
• Uses detailed understanding of operational capabilities to support operations acceptance of new infrastructure and non-standard bids.
• Plan and execute software upgrades on the IP network and supported services, working with appropriate teams.
• Pro-active problem management based on technical and trend analysis to drive ever-better network performance.
• Configuration of network elements and migration of services under planned works.
• 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.

Required Experience/Qualifications:

Minimum 3 years experience within IP Operations environment of a Telco or large ISP.
• Minimum 2 years of work in a technical IP technical 2nd line support position.
• Excellent and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment.
• Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills required.
• Excellent Cisco hardware and IOS knowledge

• Good Juniper and JUNOS knowledge
• Excellent technical knowledge of CE/CPE configurations and troubleshooting.
• Excellent knowledge of UNIX tools such as bash, vi, sed, grep etc.
• Strong experience in the use of IP management tools, both commercial and open source
• General knowledge or telecom industry, operational processes and standards.
• Demonstrable experience of OSS systems and system requirements, such as SMARTS

Desirable Experience/Qualifications:

• Program languages such as Ansible, Python, Bash etc.

• General technical understanding of other technologies (eg. VoIP)

• Qualification: CCNP or training for this level of qualification is preferable.

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