L3 Collaboration Managed Services Engineer
2 months ago
NTT is a prominent global IT solutions and services organization that connects people, data, and things to build a better and more sustainable future.
In today's interconnected world, connections are crucial. By uniting skilled individuals, top-notch technology partners, and emerging innovators, we assist our clients in tackling some of the most significant technological, business, and societal challenges.
With people at the core of our achievements, NTT is dedicated to attracting and nurturing top talent while fostering an inclusive environment where everyone's contribution is valued.
Interested in joining our team?
The role of Collaboration Managed Services Engineer (L3) entails providing a managed service to clients by proactively identifying and resolving technical incidents and problems. This position focuses on maintaining a high level of service by carrying out pre-emptive service incident activities, product reviews, operational enhancements, operational practices, and quality assurance to ensure no missed service level agreement (SLA) conditions. Additionally, the role involves managing high complexity tickets, handling advanced tasks, and providing solutions to a diverse range of complex issues. The individual in this position utilizes judgment, independent analysis, analytical thinking, and deep technical expertise to achieve client outcomes while offering guidance to junior team members.What to expect at NTT:
Main Responsibilities:
- Conducts necessary checks, utilizes monitoring tools, and responds to alerts
- Identifies and logs incidents with required detail
- Analyzes, assigns, and escalates support calls
- Investigates third line support calls, identifies root causes, and involves third-party vendors if needed
- Offers onsite technical support and field engineering services to clients
- Reviews incidents and requests monthly to recommend quality improvements
- Provides feedback, updates systems, and identifies optimization opportunities
Essential Skills and Qualifications:
- Strong communication and cross-cultural collaboration abilities
- Effective planning and adaptability skills
- Positive attitude and ability to work under pressure
- Client-focused approach with active listening skills
- Expertise in providing level 3 support for Microsoft solutions
Academic Requirements and Certifications:
- Advanced diploma, degree, or relevant IT qualification
- Advanced proficiency in Microsoft Technology
- Relevant certifications add value to the role
Work Experience Needed:
- Extensive experience in Engineering within the ICT sector
- Managed Services exposure and familiarity with ITIL processes
- Proficiency in working with vendors and 3rd parties
- Strong understanding of voice, video, and collaboration technologies
Summary of Skills:
Incident Resolution, ITIL, Infrastructure Deployment, IT Troubleshooting, Managed Services, Root Cause Analysis, ScriptingWork Environment:
Hybrid WorkingEqual Opportunity Stance
NTT is devoted to fostering diversity and maintaining an environment free of discrimination. There is a strong commitment to treating all individuals equally regardless of various factors.
Take the next step in your career with NTT. Join our diverse global team today.
Benefits of a career at NTT:
- Being part of a leading global organization where you collaborate with Fortune 500 clients and top technology partners.
- Engaging in cutting-edge technology with a rich history of technological advancements.
- Contributing to meaningful work that shapes the future for clients and communities worldwide.
- Thriving in a 'Connected Working' environment that prioritizes flexibility, connection, and well-being.
- Owning your career development with access to diverse learning opportunities.
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