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TS Implementation Engineer

7 months ago

Sandton, South Africa Dimension Data Full time
Functieomschrijving

TS Implementation Engineer is involved in highly complex environments for installation, conguration and fault management. They provide technical support to Dimension Data clients. This includes remotely supporting clients within Service Level Agreements (SLAs) to install and congure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management. TS Implementation Engineer (L3) works closely with clients, displaying good client engagement skills and engaging at a high level of professionalism. They are required to interact with clients on site to meet more complex requirements of a solution. Problems and issues that cannot be resolved are escalated to the relevant third parties.

Key Responsibilities:

Implement recording solutions. Provide client service to internal clients, including response to escalations.

Proactively assess and notify clients of business impacting incidents.

Prepare incident reports for major incidents, including root cause analysis and remedial actions including root cause analysis and remediation actions.

Participate in 24x7 rotational weekly standby.

Report and proactively address capacity issues based on business forecasts.

Support end user applications.

Follow IT Process for Change Management to ensure expected results.

Monitor the service requests / incident queues.

Update incidents/requests accordingly to meet Service Level Agreement requirements.

Liaise with managers, client contract (portfolio) managers, directors and executives to determine system needs and explore potential new business and/ or technical options and solutions.

Lead project to implement operational improvements.

Prepare and maintain conguration and deployment documentation for internal and external clients. Drive the continual evolution and support of the disaster recovery plan for consistency between sites. 

Ensure NICE Systems product certication stays current.

Provide guidance, mentor and coach engineers in the team.

Improve performance and reliability of NICE system by implementing cost effective NICE System Solutions.

Ensure effective proactive monitoring of all technologies in the client environment.

Develop appropriate tools and processes to ensure impact to the client is reduced with proactive monitoring.

Ensure effective incident management processes are in place to reduce reoccurring incidents. Maintain Knowledgebase that can be used to resolve incidents more eciently.

Customer Interaction is all time professional SIT and UAT process denition and management 

Requirements

Key Competencies Excellent understanding of NICE Interactive Management and Sentinel. Knowledge of telecommunications network infrastructure including E1, SIP, VOIP and other advanced network services. Knowledge of telecommunications network infrastructure including E1, SIP, VOIP and other advanced network services Solid understanding of troubleshooting network connectivity between recording elements required Experience to integrate into 3rd party platforms. Manage and maintain vendor and client relationships. Ability and desire to learn independently Mentor L1 and L2 Engineers Ability to work at a client oce/ remotely for extended periods. Time Management to meet multiple deadlines in a fast-paced environment. Excellent writing and communication skills. Create detailed design and deployment documentation from technical architecture designs for communication systems, networks, hardware, software, transmission and signaling systems. Experience in leading a team and working in a team-oriented, collaborative environment 

Qualications

National Senior Certicate (Grade 12 or equivalent).

Industry certications on Data\Voice networking technologies

Telephony Technology – Avaya/ Cisco/ Genesys

NCSE

NCIE

NICE Engage – Delta from NIM4.1

SRT/NDM For Support NICE Sentinel Troubleshooting Fundamentals 

Experience

At least 5 years experience with implementing and supporting complex recording solutions

At least 5 years experience in design, provisioning and troubleshooting of NICE Systems software

At least 5 years experience with SQL Database query At least 3 years' experience with basic moves, adds and changes for NICE Systems in a full VoIP and SIP environment