Position Summary :
With minimal supervision, perform tasks associated with repair of the client’s voice services, 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 client escalation with an ownership mentality and a focus on client experience
Prioritize, triage and respond to client requests in timely manner
Own and troubleshoot client and voice network issues
Work collaboratively with both internal teams and third-party vendor support and
Mentor tier 1 techs and proactively grow in technical and client-specific knowledge
Performance of any other ad-hoc duties as requested by GTT management
Produce technical support documentation and write incident reports as appropriate
Required Qualifications :
Education : engineering degree with more than 4 years of relevant job experience
2+ years of experience working as a VoIP engineer
2+ years of experience working on Sonus equipment (EMS, PSX, GSX, SBC)
1+ years of experience as either an IP network engineer or Linux / Unix systems administrator
Ability to design, implement and troubleshoot VoIP technologies and VoIP equipment
Familiarity with and working knowledge of session border controllers
Comfortable working in a Linux / Unix environment
Experience : 2+ years in a technical support role with a preference given to technicians with experience in the telecommunications industry
Excellent English communication skills (verbal and written)
Logical problem analysis skills
Use initiative and be proactive
Take ownership / responsibility for own work
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 team player
Ability to work on rotating shifts and / or on-call rotations
Attention to detail with good organizational capabilities
Ability to prioritize with good time management skills
At least 2 years’ experience in a network or voice support role
Experience with 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 environment (ideally ISP based)
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
Experience with shift work 24x7x365
Preferred Qualifications :
JNCIA or CCNA certification or equivalent skill level developed through industry experience is required
Experience supporting carrier level voice service such as trunking and hosted phone services
Experience supporting routers, switches and phone platforms
Experience supporting Netsapiens hosted platform, Broadsoft or similar platforms
Experience with call routing
Experience with SIP call flows and troubleshooting
Experience working with packet capture analysis tools such Wireshark
Strong analytical skills
Strong verbal and written communication skills
Resourceful, innovative and creative
Ability to work extra hours as needed
Ability to work in a fast-paced and ever-changing environment
GTT 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.
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