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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.

Working at NTT

The MS Engineer 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 MS Engineer s responsible for managing tickets of low to high complexity.

Key Roles and Responsibilities:

• Provide onsite technical support to clients and provide field engineering services to clients
• Perform necessary checks, apply monitoring tools and respond to alerts
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• 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
• Proactively identify opportunities for work optimization including opportunities for automation of work
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
• Assist in analyzing, assigning, and escalating support calls
• Report and escalate issues to 3rd party vendors if necessary
• Investigate third line support calls assigned and identify the root cause of incidents and problems

Knowledge, Skills, and Attributes:

• 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 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 work hard and put in longer hours when it is necessary
• Ability to work well in a pressurized environment
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to communicate and work across different cultures and social groups
• Ability to maintain a positive outlook at work

Academic Qualifications

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

Required Experience:

• Demonstrated work experience
• Demonstrated working knowledge of ITIL processes
• Demonstrated experience working with vendors and/or 3rd parties
• Demonstrated experience of Managed Services
• Demonstrated experience required in Engineering function within a medium to large ICT organization

What will make you a good fit for the role?