NTT

8 hours ago

MS Engineer (L3)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Provide managed services for clients by proactively monitoring systems, responding to alerts, and driving incident and problem resolution. Manage complex tickets, perform root cause analysis, and support major incident, change, and problem management activities. Investigate third-line support issues, escalate to vendors when needed, and deliver onsite technical and field engineering support. Maintain high service quality through quality assurance, operational improvements, and monthly incident reviews while mentoring junior engineers.

Location: Wellington

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Perform necessary checks, apply monitoring tools, and respond to alerts.
•Proactively identify and log incidents and errors with required detail; analyze and escalate support calls.
•Investigate third-line support calls to identify root causes of incidents and problems.
•Provide onsite technical support and field engineering services to clients.
•Conduct monthly reviews of incidents and service requests, recommend improvements, manage escalation and major incident handling, and mentor junior engineers.

Key Requirements

•Advanced diploma, degree, or relevant qualification in IT/Computing (or equivalent work experience).
•7+ years supporting enterprise Collaboration and Contact Centre environments, with seasoned experience in Managed Services.
•Excellent working knowledge of ITIL processes.
•Excellent working knowledge of voice, video, and other collaboration modalities, including collaboration/contact-center platforms.
•Experience working with vendors and/or 3rd parties, and strong troubleshooting with tools such as packet capture analysis.

Experience:7+ yearsManaged servicesEnterprise collaborationContact centreICTVoice/video collaboration

Education:

Skills:CommunicationCross-cultural collaborationIndependent analysisActive listeningWork in a pressurized environment

Certifications:Cisco CCNP CollaborationM365 Expert / Intermediate (Associate) CertificationsGenesys Cloud: Professional Certification (GC-GCP)NICE Certified Implementation Engineer (CXone ACD/IVR)

Tech Stack:Cisco CCNP CollaborationM365Genesys CloudNICE CXoneCisco CUCMCisco Unity ConnectionCisco CUBESIP TrunksCisco ExpresswayMicrosoft Teams VoiceTeams Direct RoutingAudioCodes SBCOracle SBCVoIPSIPRTPTLSQoSPacket capture analysisVMware

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT