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GSD Engineer Job Description

This job description is for a GSD Engineer position reporting to the Manager of Global Service Desk. The engineer will be responsible for network/security support, problem management, and identifying issues. Duties include trouble ticket management, directly interacting with operations and security teams to resolve issues, monitoring ticket queues, and fielding customer calls/emails. Requirements include excellent communication skills, teamwork, and customer service experience. Familiarity with routing protocols, MPLS, TCP/IP, switches, and wireless devices is preferred. A degree and certifications in networking, customer service, and CCNA are preferred qualifications.

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94 views2 pages

GSD Engineer Job Description

This job description is for a GSD Engineer position reporting to the Manager of Global Service Desk. The engineer will be responsible for network/security support, problem management, and identifying issues. Duties include trouble ticket management, directly interacting with operations and security teams to resolve issues, monitoring ticket queues, and fielding customer calls/emails. Requirements include excellent communication skills, teamwork, and customer service experience. Familiarity with routing protocols, MPLS, TCP/IP, switches, and wireless devices is preferred. A degree and certifications in networking, customer service, and CCNA are preferred qualifications.

Uploaded by

Jab
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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JOB DESCRIPTION

Job Title GSD Engineer Manager – Global Service


Reporting
Department Engineering and Operations Desk

1. 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.
 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

2. RESPONSIBILITIES:
Engineers who have a passion and understanding for providing outstanding customer service. This
person will be part of a team of experts who are responsible for handling network/security support,
problem management, managing network performance and proactively identifying issues before they
become customer affecting. This team provides support (24*7) to its Global customer base.

Duties and responsibilities for this position include the following; however other duties may be
assigned as needed for the smooth and continued operations of the company.

 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.

Qualifications Requirements:

To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability
required.

Required Skills and Abilities:

File: Manager Page 1 of 2


 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.
 Hands-on experience.

Equipment/Software:

 Windows OS

3. TRAINING AND CERTIFICATION REQUIRED

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

4. EXPERIENCE:

0 - 3 years

5. EDUCATION:

Associate or Bachelor degree and/or related experience required.

File: Manager Page 2 of 2

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