Your day at NTT DATA<\/p>\n
\tThe 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.<\/p>\n
Key Roles and Responsibilities<\/p>\n
\tEnsure that assigned infrastructure at the client site is configured, installed, tested, and operational
\n\tPerform 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
\n\tAssist in analysing, assigning, and escalating support calls
\n\tInvestigate third line support calls assigned and identify the root cause of incidents and problems
\n\tReport and escalate issues to 3rd party vendors if necessary
\n\tProvide onsite technical support to clients and provide field engineering services to clients
\n\tConduct a monthly random review of incidents and service requests, analyse and recommend improvement in quality
\n\tProvide continuous feedback to clients and affected parties and update all systems and\/or portals as prescribed by NTT
\n\tProactively identify opportunities for work optimization including opportunities for automation of work<\/p>\n
Knowledge, Skills, and Attributes<\/p>\n
\tAbility to communicate and work across different cultures and social groups
\n\tAbility to plan activities and projects well in advance, and takes into account possible changing circumstances
\n\tAbility to maintain a positive outlook at work
\n\tAbility to work well in a pressurized environment
\n\tAbility to work hard and put in longer hours when it is necessary
\n\tAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
\n\tAbility to adapt to changing circumstances
\n\tAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey<\/p>\n
Requirements and Qualifications:<\/p>\n
\tBachelor’s degree or equivalent in Telecommunications or Information Technology, or related field.
\n\t3 – 5 years ICT experience or worked experience in a similar role
\n\tCCNA\/ CCNP certification.
\n\tCisco Certified Network Associate (CCNA) Voice\/Collaboration \u2013 Advantageous
\n\tStrong understanding of VoIP protocols systems (SIP, RTP, H.323), networking fundamentals (TCP\/IP, LAN\/WAN, VLANs), and voice codecs
\n\tNetwork QoS
\n\tGood understanding of WAN\/LAN systems
\n\tITIL v4
\n\tIT and technical support experience.
\n\tExcellent communication and negotiation abilities.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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