GLS is a managed service provider founded in 1998. Our focus is on the development of optimized designs that drive security, performance and savings through managed network solutions.

We support over 80,000 globally deployed endpoints out of our Network Operations Center (NOC) and Security Defense Center (SDC) in Charlotte, North Carolina and our facility in Knoxville, Tennessee. We have deployed over 30,000 of those nodes ourselves. Customers who partner with GLS perform better, their IT operation is more efficient, and their company is poised for a smooth transition into the cloud.

Our people and processes are what differentiates GLS from our competitors. The GLS leadership team has over 100 years of experience in voice and data networking. We deploy a stratified NOC and SDC with a multi-tier structure of support technicians. Our project management and engineering teams leverage our specialized tool set to deliver smooth network transitions and rollouts. Finally, our reporting and analysis team actively engages IT operations and planning with meaningful and timely performance data and analysis. Our operations teams are dedicated to customer satisfaction and work hard to customize our proven processes and tools to perfectly match each customer unique requirement.

• A strong work ethic and a positive attitude.
• Ability to consistently exercise independent judgment and employ critical thinking and reasoning skills to perform duties required of the position.
• Ability to communicate professionally, clearly, and effectively via written and verbal methods.
• Capability and willingness to adapt to a changing environment.
• Be detail-oriented and results-driven.
• Curious nature with a knack for learning and analysis.
• Strong time-management and organizational skills.
• Ability to prioritize effectively.
• Ability to effectively summarize information, ensuring only critical points are included.
• Ability to work independently as well as function well as part of a team.
• Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• Receives customer requests and prepares documents including quotes, proposals and contracts.
• Updates databases and templates with service support descriptions.
• Records and reports the status of sales.
• May collect data and compile reports from monitoring software.
• Other duties as required.

• Strong computer skills in using office programs (Excel, FSM Salesforce, and Word)
• Strong oral and written communication skills
• Demonstrated customer service skills
• Be a professional with drive, ambition, self-starter/motivator.
• Have excellent analytical and customer skills are required as well as a demonstrated ability to handle complex problems and find ways to address them.
• Demonstrate ability to develop and maintain an awareness of issues.
• Exhibit sound practice in issue identification, analysis, and resolution.
• Use effective verbal, non-verbal, and listening skills to meet business needs.

• A high school diploma or GED and a minimum of 1 - 2 years of related experience or equivalent combination of experience and education is required.
• Direct customer interaction (including troubleshooting assistance) strongly preferred.