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Technical Specialist – MS, AWS, GCP
4 months ago
Job Description
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?
The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.The MS Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
Radford reference:
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Survey Tip: In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer’s problem cannot be resolved directly by first-level resources.
Working at NTT
Key Roles and Responsibilities:
Ensure that assigned infrastructure at the client site is configured, installed, tested and operationalPerform necessary checks, apply monitoring tools and respond to alertsIdentify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detailAssist in analysing, assigning and escalating support callsInvestigate third line support calls assigned and identify the root cause of incidents and problemsReport and escalate issues to 3rd party vendors if necessaryProvide onsite technical support to clients and provide field engineering services to clientsConduct monthly random review of incidents and service requests, analyse and recommend improvement in qualityProvide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTTProactively identify opportunities for work optimisation including opportunities for automation of workKnowledge, Skills and Attributes:
Ability to communicate and work across different cultures and social groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyAcademic Qualifications
Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)Advantageous Certifications:
Up to date and relevant ITIL certificationCisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S)Cisco Certified Network Professional - Wireless (CCNP-W)Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)JNCIA SecurityCertified Partner SE - WAN OptimizationRiverbed Certified Solutions Professional - WAN Optimization (RCSP-W)F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)301a LTM Specialist Architect Setup and Deploy Security domainCisco Certified Internetwork Expert - Security (CCIE-S)Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)Check Point Certified Security Administrator (CCSA)Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)Check Point Certified Security Expert (CCSE)Certified Partner SE - SecurityCertified Partner SE - Web SecurityVMware Certified Professional vSphereCisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)MCSA+VCP, RHCE or equivalentEMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA_VNX_SS_V8)Blue Coat Certified Proxy SG Professional (BCCPSGP)Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)Cisco Certified Internetwork Expert - Voice (CCIE-V)Cisco Certified Network Associate - Video (CCNA-VID)ACIS - Avaya Communication Manager 5.2.1 (ACIS – 6006)Genesys Certified Composer Routing 8 Developer (GCD8-DCR)Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)Genesys eServices 8 Consultant (GCP8-CESV)Genesys Inbound Voice 8 Consultant (GCP8-CIV)Genesys SIP Server 8 Consultant (GCP8-SIP)Genesys Voice Platform 8.5 Consultant (GCP8-CVP)Genesys Workforce Management 8.5 Consultant (GCP8-WFM)Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)Genesys Certified Composer Routing 8 Developer (GCD8-DCR)Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)Required Experience:
Solid years of work experienceSolid experience required in in Engineering function within a medium to large ICT organisationSolid experience of Managed ServicesExcellent working knowledge of ITIL processesExcellent experience working with vendors and/or 3rd partiesWhat will make you a good fit for the role?
Standard career level descriptor for job level:
• Have wide-ranging experience
• Uses professional concepts and company objectives to solve complex issues in creative ways
• Networks with others outside own area of expertise
• Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
• May coordinate others’ activities
• Typically requires significant related experience with a Bachelor’s or equivalent degree
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
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