MS Collaboration Engineer Level 2 at NTT Ltd.

Working at NTT

The Managed Service Engineer for Unified Collaboration is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems on Microsoft UC platforms, SBCs and interfaces to carrier networks. 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 Managed Service Engineer is responsible for managing tickets of low to high complexity.

Key Roles and Responsibilities:

• Ensure that assigned Unified Collaboration infrastructure and/or vendor cloud platforms are configured, installed, tested, and operational
• Perform necessary checks, apply monitoring tools and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analyzing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

Knowledge, Skills, and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• Microsoft Teams MS720/ MS-721 & MS700: Collaboration Communications Systems Engineer
• Advantageous: Microsoft 365 Certified MS740: Teams Support Engineer Specialty,
• Advantageous: Audiocodes ACA / ACP, Ribbon Communications

Required Experience:

• Demonstrated work experience in Unified Collaboration platforms, focused on Microsoft Teams and Skype for Business, along with Session Border Controllers, Gateways, and Telecom carrier network interface.
• Demonstrated experience required in Engineering function within a medium to large ICT organization
• Demonstrated experience of Managed Services
• Demonstrated working knowledge of ITIL processes
• Demonstrated experience working with vendors and/or 3rd parties

Skills Summary

• Cisco Routers and Switches, Data Networking, IP Routing, Local Area Network (LAN), Routing Protocols, Wireless Local Area Network (WLAN), Wireless Networks