Ts Implementation Engineer (L2)

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Responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions. Works directly with client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users. Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work directly with clients on-site or provide installation support remotely
Working at NTT
The primary responsibility of the TS Implementation Engineer is to provide technical support to NTT (Ltd) clients. This includes remotely supporting clients within service level agreements (SLAs), to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management. The TS Implementation Engineer (L3) is involved in more complex environments for installation, configuration and fault management.
Key Roles and Responsibilities:

• May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
• Expected to take ownership of relevant technologies according to domain or specialization.
• Escalate unresolved problems and issues to the relevant third parties.
• Interact with clients on site to meet complex requirements of a solution.
• Assist with the documentation of standard operating procedures relating to installations and fixes.
• Respond to escalated client requests and support client applications to a first line resolution.
• Included in higher complexity design work, with input to the design expected.
• Write reports and proposals and complete and maintain project documentation.
• Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.
• Act as coach and mentor to more junior Implementation Engineers and Technicians.
• Escalate complex problems to the relevant third parties.

Knowledge, Skills and Attributes:

• Ability to work under pressure
• Demonstrates project management and administration ability
• Good understanding and appreciation of technical design and business principles
• Good verbal communication skills
• Demonstrate relevant domain specialist knowledge
• Good project skills which are demonstrated in the execution of installations and other assignments
• Client focused and display a proactive approach to solving problems
• Ability to coach, mentor and provide guidance to team members
• Good understanding of project management principles
• Demonstrate customer engagement skills

Academic Qualifications and Certifications:

• Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent
• Project management certification

Required Experience:

• Basic project management
• Solid work experience in a technical implementation engineering or similar role
• Report writing experience
• Good project administration and documentation experience
• Experience engaging with clients and conducting presentations

What will make you a good fit for the role?