Ts Implementation Engineer

7 days ago

Singapore NTT SINGAPORE PTE. LTD. Full time

The primary responsibility of the TS Implementation Engineer (L3) 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**:

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

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

**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

Domain:
Cisco Enterprise IP Telephony, Telecommunication, Contact Centre Technology,

Technologies

/Products

VoIP (Voice Networks), Cisco IP Telephony, Cisco IP Contact Center Solutions (UCCE, UCCX), Genesys Contact Center Solution 8.5, NICE and Verint Call Recording Solutions, Cisco and ARC attendant consoles, Lanefax, Digital Signage, Webcasting, IP TV, Video on Demand, Video

Distribution, Zoom Phone, Zoom Contact Center

Software / Tools / Solutions

4.1, NICE Engage 6.3, Sentinel, Verint 10/11/15.2, Genesys 8.5

Hardware

Cisco UCS servers (C210 / C220 / C240 M2), Cisco Routers / Voice Gateways and Switches

Databases

SQL server 2008 R2, SQL server 2012, Oracle 10g

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