Network Engineer (L3)
NTT Ltd.
Auckland, New Zealand
10h ago

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

The Network Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems.

Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices and quality assurance this role will maintain a high level of service to clients.

Their primary objective is to ensure zero missed service level agreement (SLA) conditions.

The Network Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.

This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

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 :

  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational as per design.
  • Perform necessary checks, apply monitoring tools and respond to alerts.
  • Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
  • Assist in analysing, assigning and escalating support calls.
  • Investigate third line support calls and identify the root cause of incidents and problems.
  • Report, manage and escalate issues to 3rd party vendors if necessary.
  • Conduct monthly reviews of incidents and service requests, analyse and recommend improvement plans.
  • Provide continuous feedback to clients and affected parties and update all systems and / or portals as prescribed by NTT.
  • Proactively identify opportunities for work optimisation including opportunities for automation of work
  • Knowledge, Skills and Attributes :

  • Ability to communicate and work across different cultures and social groups
  • Ability to accurately plan for activities and projects in advance.
  • Ability to work well in a pressurised environment maintaining an optimistic attitude.
  • A willingness to work longer hours when necessary.
  • Ability to adapt to change
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
  • Relevant diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • CCNA certified
  • CCNP certified or relevant experience and working towards certification.
  • 5+ years working experience in a similar role.
  • Working knowledge of ITIL processes
  • Experience working with vendors and 3rd parties
  • Advantageous Certifications :

  • SDWAN (Cisco, Fortinet, HP)
  • Cisco CCIE-R / S
  • Cisco CCNP / CCIE Data Centre
  • Cisco CCNP / CCIE Security
  • Cisco CCNP / CCIE Wireless
  • Check Point Certified Security Administrator (CCSA)
  • Check Point Certified Security Expert (CCSE)
  • ITIL certification
  • What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • Have wide-ranging experience
  • Uses professional concepts and company objectives to solve complex issues in creative ways
  • Networks with others outside own area of expertise
  • Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
  • May coordinate others’ activities
  • Typically requires significant related experience with a Bachelor’s or equivalent degree
  • Join our growing global team and accelerate your career with us. Apply today.

    Equal opportunity employer

    NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

    We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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