Tier 2 Engineer

Role 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.

Duties and 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 appropriate

Required Experience/Qualifications:

• High School Diploma/GED
• 3-5 or more years of relevant job experience in technical support role (i.e.: NOC, IT Helpdesk or Service Desk)

• Experience with network monitoring software.
• In depth knowledge of core TCP/IP networking skills, routing and switching (Juniper/Cisco)
• Previous experience 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
• 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
• Ability to work on rotating shifts and/or on-call rotations
• JNCIA or CCNA certification or equivalent skill level developed through industry experience is preferred
• Experience of shift work 24x7x365

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, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• 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, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal 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.

EEO Statement

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 non-discrimination 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.