Voice Fulfilment Engineer

4 weeks ago

Sandton, South Africa Dimension Data Full time
Functieomschrijving

The primary responsibility of the TS Implementation Engineer (L3) is to provide technical support to NTT (Ltd) 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. The TS Implementation Engineer (L3) is involved in more complex environments for installation, conguration and fault management. 

Responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions. Works directly with client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users. Tests and troubleshoots functionality of installed systems; identies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work directly with clients on-site or provide installation support remotely

Key Roles and Responsibilities:

Interact with clients on site to meet complex requirements of a solution. Escalate unresolved problems and issues to the relevant third parties. Respond to escalated client requests and support client applications to a rst line resolution. Escalate complex problems to the relevant third parties. Write reports and proposals and complete and maintain project documentation. Assist with the documentation of standard operating procedures relating to installations and xes. Act as coach and mentor to more junior Implementation Engineers and Technicians. Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets. May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management. Included in higher complexity design work, with input to the design expected. Expected to take ownership of relevant technologies according to domain or specialization.

Requirements

Knowledge, Skills and Attributes:

Have a solid, in-depth understanding of Networking (including Routing and Switching) principles on Cisco environments Have a good understanding of VoIP Protocols on Broadsoft, SBC and Porta platforms. Good understanding and appreciation of technical design and business principles Demonstrates project management and administration ability 

Good project skills which are demonstrated in the execution of installations and other assignments Demonstrate customer engagement skills Demonstrate relevant domain specialist knowledge Good verbal communication skills Client focused and display a proactive approach to solving problems Ability to work under pressure Ability to coach, mentor and provide guidance to team members

Academic Qualications and Certications:

Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent Project management certication

Required Experience:

Experience with Networking (including Routing and Switching) principles on Cisco environments Experience in VoIP Protocols on Broadsoft, SBC and Porta platforms. Solid work experience in a technical implementation engineering or similar role Experience engaging with clients and conducting presentations Good project administration and documentation experience Report writing experience Basic project management

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