NTT Ltd.
Your day at NTT DATA
The MS VoIP Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. The MS VoIP Engineer is responsible for managing tickets of low to high complexity.
Key Roles and Responsibilities
Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
Perform necessary checks, apply monitoring tools and respond to alerts Identify problems and errors prior to or when it occurs 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 a monthly random review of incidents and service requests, analyse and recommend improvement in quality
Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
Proactively identify opportunities for work optimization including opportunities for automation of work
Knowledge, Skills, and Attributes
Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurized environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Requirements and Qualifications:
Bachelor’s degree or equivalent in Telecommunications or Information Technology, or related field.
3 – 5 years ICT experience or worked experience in a similar role
CCNA/ CCNP certification.
Cisco Certified Network Associate (CCNA) Voice/Collaboration – Advantageous
Strong understanding of VoIP protocols systems (SIP, RTP, H.323), networking fundamentals (TCP/IP, LAN/WAN, VLANs), and voice codecs
Network QoS
Good understanding of WAN/LAN systems
ITIL v4
IT and technical support experience.
Excellent communication and negotiation abilities.
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