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 work Knowledge, 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 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 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 parties #ownyourfuture
What will make you a good fit for the role?
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