About the Role
Role Summary: The Operations Specialist will provide support for GTT’s international customer 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 administrative duties within this role. Internal Departments they will interact with: NMC, Tier 2, Tier 3, Supplier Management, Change Management and Problem Management. 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 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 and accepting 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. Ensure the Configuration Management System (CMS) is maintained/updated. Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams. Ensure communication at all times is clear, concise, meaningful, professional and efficient. Provide feedback to appropriate Line Manager to ensure continual service improvement Identify the need for Problem Management for reoccurring Incidents/Events Understanding of and familiarity with Customers’ services and solutions. Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics). Actively participate as required in meetings (customer, 3rd party, internal). Conducting customer satisfaction call backs/surveys as agreed. Ideal Candidate Profile: 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must). Experience working in a multi-cultural/international environment (desirable). Experience in fault diagnosis/troubleshooting and fulfilling requests (must). General ICT industry understanding (must). Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable). Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model). Knowledge and understanding of different types of common WAN connections. Understanding of Cisco/Juniper hardware/software – routers/switches. Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR), TCP/UDP, VPN, VLANs, HSRP/VRRP. Hours/Travel/Shift: 9 x hour day between 08:00 – 20:00 About GTT GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. www.gtt.net.