Senior UC/CX MS Engineer
NTT Ltd.
Auckland, New Zealand
5d ago

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?The MS Engineer (L4) is responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational.

This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA).

The MS Engineer (L4) focuses on forth line support for escalated incidents and requests with a high level of complexity.

Ensures contracted Managed Services outcomes are delivered to the client. Radford reference : 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 customer / users where the product is highly technical or sophisticated in nature. Survey Tip : In software companies this position generally interacts directly with the customer / user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.

In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer’s problem cannot be resolved directly by first-level resources.

Working at NTT Key Roles and Responsibilities : Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in nature Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA.

Timely and consistent updates of tickets with resolution tasks performed Proactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.

Capture all required and relevant information for immediate resolution Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.

Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers Communicate with other teams and clients for extending support.

Act as emergency support contact as needed, for critical client and business impacting issues Ensure that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift Support, track, and document change implementation Timely escalation of all tickets to management with ensuing updates, where applicable Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams Performs quality audits, covering process, service experience, ticket updates etc as required Knowledge, Skills and Attributes : Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record Deep technical skills in relevant functions Excellent client service orientation and passion for achieving or exceeding expectations Excellent written and verbal communication skills 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 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 degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience) Preference is a Masters in Computer Science or equivalent What will make you a good fit for the role?

Standard career level descriptor for job level :

  • Have broad expertise, uses skills to achieve goals in creative and effective ways
  • Works on significant issues
  • Creates formal networks involving coordination among groups
  • Exercises independent judgment in methods, techniques and evaluation criteria to obtain results
  • May supervise the activities of others
  • Typically requires extensive related experience with a Bachelor’s or equivalent degree; or extensive experience and a Master’s or equivalent degree;
  • or a PhD or equivalent with moderate experience; or equivalent experience

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