Voice Engineer

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 Cross Technology Service Delivery Field Support Engineer (L3) is responsible for providing a professional third-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

Working at NTT

Key Roles and Responsibilities:

• Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
• Ensure that any software that is part of the solution is installed and configured according to client requirements
• Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
• Liaise with all stakeholders including client IT environments, carriers and NTT colleagues to expediate diagnosis of errors and problems and to identify a resolution
• Investigate third line support calls assigned and identify the root cause of incidents and problems following knowledge articles
• Respond to and diagnose all alerts, escalate to L4 Field Engineer when unable to resolve within the stipulated time
• Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
• Ensure the efficient and comprehensive resolution of incidents and requests
• Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes
• Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
• Provide third line remote and onsite technical support to clients
• Provide third line field engineering services to clients
• Report and escalate issues to 3rd party vendors if necessary
• Follow the required handover procedures for shift changes to ensure service continuity
• Create work instructions to resolve incidents as required
• Create knowledge articles and work instructions for usage in incident diagnosis and resolution

Knowledge, Skills and Attributes:

• Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
• Uses evaluation, judgment, and interpretation to select right course of action
• Excellent communicate skills, both verbal and written
• Ability to plan activities and projects well in advance, and take 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 and Certifications:

• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.
• Cisco Dev Net certification
• Certifications such as:
  • Valid CCNP Collaboration Certification required.
  • Microsoft Voice certification (MS700 & MS720) advantageous.
  • Valid Webex Calling & Webex Contact Centre certification
  • HPE Proliant servers, 3PAR, Primera, Alletra, Simplicity, Synergy, StoreOnce, MSA Storage
  • Dell PowerEdge servers, Unity, PowerStore, PowerScale Isilon. Recoverpoint Appliance/VE, PowerProtect/Data Domain, VxRail,
  • VMware Certified VCP-DCV, vSAN, SRM
  • Dell Information Storage Associate - DCA-ISM
  • Veeam Backup and Recovery and or Veritas Netbackup
  • Azure Fundamentals
  • Cisco UCS Servers
  • Cisco MDS and Brocade SAN Switches - Zoning
  • Required Experience:
  • Seasoned experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony
  • Seasoned experience in technical support to clients
  • Seasoned experience in diagnosis and troubleshooting
  • Seasoned experience providing remote support in Collaboration technologies
  • Seasoned experience in relevant technology (Cisco and it's product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling & Webex Contact Centre etc.)
  • Sound knowledge of Network routing and switching

Skills Summary

Critical Thinking, Data Center Technologies, Digital Communications, Logical Thinking, Problem Solving, Troubleshooting

What will make you a good fit for the role?

Workplace type:

On-site Working

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.