VoIP Engineer - Johannesburg, South Africa - NTT

Description

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

Provides support to customers/users where the product is highly technical or sophisticated in nature.

What you'll be doing

The MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests.

Key Roles and Responsibilities:

• Monitors client infrastructure and solutions
• Identify problems and errors prior to or when they occur
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Fulfill approved requests following agreed procedures
• Provide telephonic or chat support to clients when required
• Execute approved maintenance activities including patching and configuration changes
• Follow the required handover procedures for shift changes to ensure service continuity
• Report and escalate incidents where necessary
• Ensure the efficient and comprehensive resolutions of incidents and requests
• Proactively identify opportunities for work optimization
• Update existing knowledge articles or create new ones
• Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.

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

Academic Qualifications

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous certifications:

• Up to date and relevant ITIL certification (Foundation Level)
• Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
• Cisco Certified Network Associate - Wireless (CCNA-WL)
• Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
• Cisco Certified Network Associate - Security (CCNA-SEC)
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• VMware Certified Professional vSphere
• IP, WINS, DHCP, DNC, etc
• MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist
• MS-Active Directory
• MS-Windows Server
• MS-Windows XP Professional
• MS-Windows Terminal Server
• MS-Exchange Server
• MS-SQL Server
• MS-IIS Server
• Citrix Metaframe
• Switches and Routers
• SonicWall Firewalls and SSL VPN Security Appliances
• Cisco Firewalls and Routers
• Cisco Certified Network Associate - Data Center (CCNA-DC)
• MCSA+VCP, RHCE, or equivalent
• Cisco Certified Network Associate - Video (CCNA-VID)

Additional certifications

• Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Cisco Certified Network Professional - Security
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• Cisco Certified Network Professional - Data Center (CCNP-DC)
• Blue Coat Certified Proxy SG Professional
• Cisco Certified Network Professional - Voice (CCNP-V)

Any of the above certifications is a plus. The MS – Services Engineer (L1) is expected to gain certifications relevant to services supported. Certifications carry additional weight on a candidate's qualification for the role.

Required Experience:

• Entry-level experience with troubleshooting and providing the support required in network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
• Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e., Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup, etc.)

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Skills Summary

Incident Resolution, Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting

What will make you a good fit for the role?

Workplace type:

On-site Working

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
• Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.