L3 Collaboration Managed Services Engineer at NTT Ltd.

Key Roles and Responsibilities:

• Performs necessary checks, apply monitoring tools and respond to alerts
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assists in analysing, assigning, and escalating support calls
• Investigates third line support calls assigned and identify the root cause of incidents and problems
• Reports and escalates issues to 3rd party vendors if necessary
• Provides onsite technical support to clients and provide field engineering services to clients
• Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identifies opportunities for work optimization including opportunities for automation of work

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
• Ability to provide level 3 support for incidents and issues related to Microsoft solutions;

Academic Qualifications and Certifications:

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• Advanced expertise in Microsoft Technology (Teams, Azure AD, O365 and Intune);
• M365 Expert / Intermediate (Associate) Certs (Teams)
• AudioCodes / Ribbon Sonus Gateways
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Required Experience:

• Seasoned years of work experience
• Seasoned experience required in Engineering function within a medium to large ICT organisation
• Seasoned experience of Managed Services
• Excellent working knowledge of ITIL processes
• Seasoned experience working with vendors and/or 3rd parties
• Excellent knowledge of voice, video and other collab modalities