Global Service Desk Engineer  

RESPONSIBILITIES:

• Trouble ticket management – ensuring that all tickets for Virtela’s 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 Virtela’s customers
• Field phone calls, emails, and e-tickets
• Work on special projects and daily assignments as assigned by the GOC Managers

PRE-REQUISITE:

• 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:

• 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
• Vocational/technical training, Network A+ certification, customer service and CCNA are a plus

PREFERRED SKILLS:

• An understanding of IP addressing schemes
• An understanding of firewall and antivirus applications
• An understanding of VPN client applications
• Hands-on experience