MS Services Engineer L3
NTT
München, Germany
vor 6 Tg.

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 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 optimisation including opportunities for automation of work
  • Knowledge, Skills and Attributes :

  • Ability to communicate and work across different cultures and social groups
  • Ability to plans 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
  • Academic Qualifications

  • Advanced diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • Advantageous Certifications :

  • Up to date and relevant ITIL certification
  • Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R / S)
  • Cisco Certified Network Professional - Wireless (CCNP-W)
  • Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)
  • JNCIA Security
  • Certified Partner SE - WAN Optimization
  • Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)
  • F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
  • 301a LTM Specialist Architect Setup and Deploy Security domain
  • Cisco Certified Internetwork Expert - Security (CCIE-S)
  • Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)
  • Check Point Certified Security Administrator (CCSA)
  • Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
  • Check Point Certified Security Expert (CCSE)
  • Certified Partner SE - Security
  • Certified Partner SE - Web Security
  • VMware Certified Professional vSphere
  • Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
  • MCSA+VCP, RHCE or equivalent
  • EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA VNX SS V8)
  • Blue Coat Certified Proxy SG Professional (BCCPSGP)
  • Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
  • Cisco Certified Internetwork Expert - Voice (CCIE-V)
  • Cisco Certified Network Associate - Video (CCNA-VID)
  • ACIS - Avaya Communication Manager 5.2.1 (ACIS 6006)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)
  • Genesys eServices 8 Consultant (GCP8-CESV)
  • Genesys Inbound Voice 8 Consultant (GCP8-CIV)
  • Genesys SIP Server 8 Consultant (GCP8-SIP)
  • Genesys Voice Platform 8.5 Consultant (GCP8-CVP)
  • Genesys Workforce Management 8.5 Consultant (GCP8-WFM)
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)
  • Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)
  • Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)
  • Required Experience :

  • Solid years of work experience
  • Solid experience required in in Engineering function within a medium to large ICT organisation
  • Solid experience of Managed Services
  • Excellent working knowledge of ITIL processes
  • Excellent experience working with vendors and / or 3rd parties
  • What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • Have wide-ranging experience
  • Uses professional concepts and company objectives to solve complex issues in creative ways
  • Networks with others outside own area of expertise
  • Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
  • May coordinate others’ activities
  • Typically requires significant related experience with a Bachelor’s or equivalent degree
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