Trouble ticket management ensuring that all tickets for NTT Global Networks’ customer base are being properly worked and handled based on SLA and priority following the established GOC procedures and processes.
Directly interact with members of the GOC Operations and Security teams with regards to ticket escalation and triage, and will participate in overall collaboration efforts to resolve issues.
Monitor the general and security tickets queue within the Siebel ticketing system, providing the initial contact and incident validation and management for NTT Global Networks’ customers.
Field phone calls, emails, and e-tickets.
Work on special projects and daily assignments as assigned by the GOC Managers.
Excellent verbal and written communication skills
Able to contribute to the work group as a team player
Customer service skills including the ability to work with customers in completing their circuit / service installations
Familiarity of routing protocols like BGP,OSPF, EIGRP,RIP, RIP v2.
Familiarity with MPLS, OSPF, BGP, EIGRP, IPSec, TCP / IP, QoS,STP and WAN Optimization.
Good understanding of OSI Layer 1 and 2 protocols
Familiarity of Cisco and Juniper routers, Layer-2 and Layer-3 switches, Dial up modems, wireless devices
Familiarity with circuits including working directly with circuit providers
REQUIRED SKILLS AND ABILITIES :
A firm understanding of the Windows Operating System.
A firm understanding of basic Windows OS troubleshooting concepts and protocols.
Experience with Microsoft Office Applications.
An understanding of ping and tracert commands.
An understanding of basic network infrastructure
An understanding of Windows Explorer and Firefox internet browsers
Work a rotating shift schedule including weekends and holidays.
PREFERRED SKILLS AND ABILITIES :
An understanding of IP addressing schemes.
An understanding of firewall and antivirus applications.
An understanding of VPN client applications.
EQUIPMENT / SOFTWARE :
TRAINING AND CERTIFICATION REQUIRED :
Vocational / technical training, Network A+ certification, customer service and CCNA are a plus
EXPERIENCE : 0 - 3 years
Associate or Bachelor degree and / or related experience required