NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn’t stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provider, we help our people, clients, and communities do great things with technology to enable a more secure and connected future
The Technical Services Implementation Engineer (L2) is a developing subject matter expert, responsible for ensuring that client solution requirements are resolved in line with Service Level Agreements (SLA).
This role performs configurations, action installations and attend to break/fix events.
Key Responsibilities:
- Owns larger portions of an installation, break/fix incidents.
- Takes responsibility for problem resolution and troubleshooting.
- Responds to escalated client requests and support client applications to a first line resolution.
- Escalates complex problems to the relevant third parties.
- Assists with the documentation of standard operating procedures relating to installations and fixes.
- Compiles and maintains project administration.
- Conducts elementary presentations within the customer’s organization.
- May be required to perform periodic telephonic duty on the technical service desk, providing second line telephonic support to customers.
- Expected to take ownership of relevant technologies according to domain or specialization.
- Performs any other related task as required.
Requirements
Knowledge and Attributes:
- Developing understanding and appreciation of technical design and business principles.
- Demonstrates fundamental project management and administration ability.
- Displays good customer engagement skills.
- Demonstrates developing domain specialist knowledge.
- Good verbal communication skills.
- Client focused and displays a proactive approach to solving problems.
- Ability to work under pressure and meet deadlines.
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent in Computer Science / Information Technology Degree or equivalent together with specialized training in new technologies and legacy systems or equivalent.
- Cybersecurity Certifications in Cisco, Checkpoint, Palo Alto and Fortinet
- Networking and Cloud Certifications will be an added advantage
Required Experience:
- 3-5 years experience in a technical implementation engineering or similar role.
- Demonstrated experience engaging with clients and conducting presentations.
- Demonstrated project administration and documentation experience.
- Experience in fault investigation and incidence handling
