Technical Solutions Specialist
2 weeks ago
Job Summary
The MS Engineer L3 will be responsible for managing tickets of high complexity, conducting advanced and complicated tasks, and providing resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices.
About You
We are looking for an individual with excellent analytical and problem-solving skills, as well as strong communication and interpersonal skills. You should have experience working in a pressurised environment and be able to adapt to changing circumstances.
Main Responsibilities:
- Identify problems and errors prior to or when they occur 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 reviews of incidents and service requests, analyse and recommend improvements in quality.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT.
Requirements:
- Relevant diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience).
- Up to date and relevant ITIL certification.
- CCNA certified.
- CCNPA certified.
- 10 years working experience.
- Experience required in Engineering function within a medium to large ICT organisation.
- Experience of Managed Services.
- Excellent working knowledge of ITIL processes.
- Excellent experience working with vendors and/or 3rd parties.
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