MS Engineer – L3
NTT
Barcelona, Barcelona, Spain
hace 4 días

Key Roles and Responsibilities :

Ensure that assigned infrastructure at the client site is configured, installed, tested and operational

Perform necessary checks, apply monitoring tools and respond to alerts

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

Assist in analysing, assigning and escalating support calls

Investigate third line support calls assigned and identify the root cause of incidents and problems

Report and escalate issues to 3rd party vendors if necessary

Provide onsite technical support to clients and provide field engineering services to clients

Conduct monthly random review of incidents and service requests, analyse and recommend improvement in quality

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 plans activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurised environment

Ability to work hard and put in longer hours when it is necessary

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 place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications

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

Advantageous Certifications :

Up to date and relevant ITIL certification

Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R / S)

Cisco Certified Network Professional - Wireless (CCNP-W)

Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)

JNCIA Security

Certified Partner SE - WAN Optimization

Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)

F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)

a LTM Specialist Architect Setup and Deploy Security domain

Cisco Certified Internetwork Expert - Security (CCIE-S)

Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)

Check Point Certified Security Administrator (CCSA)

Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)

Check Point Certified Security Expert (CCSE)

Certified Partner SE - Security

Certified Partner SE - Web Security

VMware Certified Professional vSphere

Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)

MCSA+VCP, RHCE or equivalent

EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA VNX SS V8)

Blue Coat Certified Proxy SG Professional (BCCPSGP)

Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)

Cisco Certified Internetwork Expert - Voice (CCIE-V)

Cisco Certified Network Associate - Video (CCNA-VID)

ACIS - Avaya Communication Manager 5.2.1 (ACIS )

Genesys Certified Composer Routing 8 Developer (GCD8-DCR)

Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)

Genesys eServices 8 Consultant (GCP8-CESV)

Genesys Inbound Voice 8 Consultant (GCP8-CIV)

Genesys SIP Server 8 Consultant (GCP8-SIP)

Genesys Voice Platform 8.5 Consultant (GCP8-CVP)

Genesys Workforce Management 8.5 Consultant (GCP8-WFM)

Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)

Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)

Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)

Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)

Genesys Certified Composer Routing 8 Developer (GCD8-DCR)

Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)

Required Experience :

Solid years of work experience

Solid experience required in in Engineering function within a medium to large ICT organisation

Solid experience of Managed Services

Excellent working knowledge of ITIL processes

Excellent experience working with vendors and / or 3rd parties

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
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