Compute Tier 1 Network Technician Role Summary The Tier 1 Computing Engineer will provide first line technical support to GTT s customers across an international 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 administration duties within this role Internal Departments they will interact with NMC Tier 2 Tier 3 Carrier 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 or are out of 1st Line scope 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 in office Following-up with external technical and non-technical support organizations including 3rd parties until incident request resolution fulfilment Managerial Escalations - escalating 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 t