NTT

6 days 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: 7 hours agoStatus: Live

Job Summary

Provide managed services for clients by proactively monitoring systems, responding to alerts, and resolving complex technical incidents and problems. Manage high-complexity tickets, perform root cause analysis, and ensure zero missed SLA conditions through preventative incident resolution, quality assurance, and continuous operational improvements. Collaborate across teams, escalate to vendors when needed, and deliver onsite technical and field engineering support while mentoring junior engineers.

Location: Wellington

Workplace: Onsite

Employment Type: Full time

Job Function: IT Operations (Systems/Network Admin)

Seniority: Mid level

Key Responsibilities

•Perform necessary checks, use monitoring tools, and respond to alerts for managed services.
•Identify problems and errors proactively, log incidents with required detail, and manage escalation for complex issues.
•Investigate assigned third-line support calls and determine root causes of incidents and problems.
•Provide onsite technical support to clients and deliver field engineering services.
•Conduct monthly incident/service-request reviews, recommend quality improvements, and continuously optimize work (including automation opportunities).

Key Requirements

•Seasoned experience in the engineering function within a medium to large ICT organization.
•7+ years supporting enterprise Collaboration and Contact Centre environments.
•Seasoned experience in Managed Services and excellent working knowledge of ITIL processes.
•Excellent working knowledge of voice, video, and collaboration modalities, including Cisco collaboration/contact center components and SIP trunking technologies.
•Experience working with vendors and/or 3rd parties, including troubleshooting and root cause analysis for complex incidents.

Experience:7+ yearsICTManaged servicesEnterprise collaborationContact center

Education:

Skills:CommunicationIndependent analysisAnalytical thinkingActive listeningMentoring

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

Tech Stack:Cisco CCNP CollaborationM365Genesys CloudNICE CXoneCisco CUCMCisco Unity ConnectionCisco CUBESIP TrunksExpresswayMicrosoft 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