GTT provides secure global connectivity improving network performance and agility for your people places applications and clouds We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services internet security and voice services Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence For more information on GTT please visit Role Summary This team provides 3rd line technical support for GTT s customer support organizations As a highly intelligent flexible and efficient technical support team it works with other parts of GTT to deliver world-class customer experience The team is responsible for the stability of GTT s next generation native IPv4 IPv6 IP network and provides advanced technical support for the full range of GTT IP products working closely with Tier 1 and Tier 2 teams on customer and core issues Duties and Responsibilities 3rd line break fix support for customer services across the multinational and multivendor GTT network Owns incidents resolves them swiftly and drives through to final fix working with customers and other internal teams as appropriate Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues Provides concise and relevant action plans for teams to resolve network and customer issues efficiently Provides work instructions guidelines and training sessions to junior engineers when required Communication and documentation of customer and service-specific support information to the 1st line teams Proactive problem management based on technical and trend analysis to drive ever-better network performance Technical review and ownership of key network management systems Scope recent developments to support continuou