Collaboration Service Delivery Field Support

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**

The Collaboration Service Delivery Field Support Engineer (L3) isa seasoned engineering role, responsible for providing a professional third-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution.

Thie primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

**What you'll be doing**

**Key Responsibilities**:

- Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensures that any software that is part of the solution is installed and configured according to client requirements.
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
- Investigates third line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalate to L4 Field Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
- Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
- Provides third line remote and onsite technical support to clients.
- Provides third line field engineering services to clients.
- Reports and escalates issues to 3rd party vendors if necessary.
- Follows the required handover procedures for shift changes to ensure service continuity.
- Creates work instructions to resolve incidents as required.
- Creates knowledge articles and work instructions for usage in incident diagnosis and resolution.

**Knowledge and Attributes**:

- Excellent communicate skills, both verbal and written.
- Ability to plan activities and projects well in advance and take 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 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 and Certifications**:

- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Relevant Collaboration technology certifications such as Valid CCNP Collaboration Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; Valid Webex Calling & Webex Contact Centre certification advantageous.

**Required Experience**:

- Seasoned experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
- Seasoned experience in technical support to clients.
- Seasoned experience in diagnosis and troubleshooting.
- Seasoned experience providing remote support in Collaboration technologies.
- Seasoned experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling & Webex Contact Center etc.).
- Sound knowledge of Network routing and switching.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer