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NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn’t stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provider, we help our people, clients, and communities do great...
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Working at NTT
Key Roles and Responsibilities:
- Ensure that assigned infrastructure at the client site is 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 analysing, 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
- Provide onsite technical support to clients and provide field engineering services to clients
- Conduct monthly random review of incidents and service requests, analyse 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 optimisation including opportunities for automation of work
Knowledge, Skills and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plans 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 pressurised 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 client 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)
Advantageous Certifications:
- Up to date and relevant ITIL certification
- Cisco 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 Security
- Certified Partner SE - WAN Optimization
- Riverbed 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 domain
- Cisco 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 - Security
- Certified Partner SE - Web Security
- VMware Certified Professional vSphere
- Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
- MCSA+VCP, RHCE or equivalent
- EMC 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 experience
- Solid experience required in in Engineering function within a medium to large ICT organisation
- Solid experience of Managed Services
- Excellent working knowledge of ITIL processes
- Excellent experience working with vendors and/or 3rd parties
What will make you a good fit for the role?
Relevant candidate need to have the below skills.
- Skype For Business/Lync
- Teams
- Exchange
- M365
- Azure
- Audiocodes Gateways
- Sonus Gateways
Join our growing global team and accelerate your career with us. Apply today.
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.
go to method of application »
Working at NTT
Key Roles and Responsibilities:
- Monitors client infrastructure and solutions
- Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- Fulfil approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Execute approved maintenance activities including patching and configuration changes
- Follow the required handover procedures for shift changes to ensure service continuity
- Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimisation
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.
Knowledge, Skills and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plans 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
Academic Qualifications
- Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Advantageous certifications:
- Up to date and relevant ITIL certification (Foundation Level)
- Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
- Cisco Certified Network Associate - Wireless (CCNA-WL)
- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
- Cisco Certified Network Associate - Security (CCNA-SEC)
- Check Point Certified Security Administrator (CCSA)
- Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
- VMware Certified Professional vSphere
- IP, WINS, DHCP, DNC, etc
- MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist
- MS-Active Directory
- MS-Windows Server
- MS-Windows XP Professional
- MS-Windows Terminal Server
- MS-Exchange Server
- MS-SQL Server
- MS-IIS Server
- Citrix Metaframe
- Switches and Routers
- SonicWall Firewalls and SSL VPN Security Appliances
- Cisco Firewalls and Routers
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- MCSA+VCP, RHCE or equivalent
- Cisco Certified Network Associate - Video (CCNA-VID)
- Cisco Certified Network Associate - Voice (CCNA-V)
Additional certifications
- Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
- Cisco Certified Network Professional - Wireless (CCNP-W)
- Cisco Certified Network Professional - Security
- Check Point Certified Security Expert (CCSE)
- Certified Partner SE - Security
- Cisco Certified Network Professional - Data Center (CCNP-DC)
- Blue Coat Certified Proxy SG Professional
- Cisco Certified Network Professional - Voice (CCNP-V)
Any of the above certifications is a plus. The MS – Services Engineer (L1) is expected to gain certifications relevant to services supported. Certifications carry additional weight on candidate’s qualification for the role.
Required Experience:
- Entry level experience or completion of relevant intern program
- Entry level experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation.
- Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc)
What will make you a good fit for the role?
Standard career level descriptor for job level:
•Develops professional experience
•Applies policy and procedures to solve variety of issues
•Problems are moderate in nature
•Build productive internal and external working relationships
•Receives general instructions on routine work
•Receives detailed instructions on new work
•Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience
Join our growing global team and accelerate your career with us. Apply today.
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.
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