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?

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