Academic Qualifications and Certifications:
Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Relevant certifications depending on technology domain expertise
- Cisco & F5
Required Experience:
- Solid years of work experience
- Solid experience required in Engineering function within a medium to large ICT organization
- 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?
- 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 analyzing, 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, analyze 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