Job Detail

Job Description

Job Description
"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"