Sr MS Engineer II

London, England, gb
Company: 日本電信電話株式会社
Category: Management Occupations
Published on 2021-08-01 18:07:15

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?

The MS Engineer (L3) 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 (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Radford reference:

"Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set."

Working at NTT

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
  • What we expect you to do:

  • Deliver Level 2 technical support on global, enterprise class Contact Center environments running various versions of Cisco Contact Center Enterprise (CCE) and Contact Center Express (CCX) in a Managed Services Environment
  • Perform incident, service request, and problem management functions
  • Work closely with others in a team environment
  • Work out of a group ticket queue and manage an individual queue, ensuring all cases owned are kept up to date
  • Maintain a high level of professionalism in written and verbal communication
  • Work & escalate problem management & root cause analysis for customers when required.
  • Here's what we are looking for in candidates for this job

  • 3+ years of Cisco Contact Experience Is Required within UCCE and UCCX.
  • Ability to provide trusted guidance to customers operating UCCE, UCCX & CVP & IP Telephony Applications.
  • Experience with supporting clients with various Cisco Applications: CUCM, Unity, CUSP
  • Experience with troubleshooting Cisco Contact Center Applications, Microsoft SQL, Windows Server, and Active Directory environments
  • Skills and Core Competencies

  • Full exposure to resolving customer issues within Cisco Contact Center environments. Candidates should show high confidence with troubleshooting and advising on the following:Packaged and Unified Contact Center Enterprise (IP IVR and CVP Deployments)Contact Center ExpressFinesse, CTIOS, and Cisco Agent Desktop applicationsCompetency with Cisco Unified Communication Manager, CUSP, and Unity only as they relate to Contact Center Enterprise and Express deploymentsWindows Server and Active Directory functionality as they relate to CCEMicrosoft SQL Server functions in Unified CCE deploymentsCisco branded peripheral CCE applications such as CUIC Reporting Platform and EIM/WIM, VVB
  • Competency with minor scripting modifications on existing scripts within CCE (Routing/Admin), CCX and Call Studio Platforms.
  • The ability to learn new technologies and 3rd party integration applications as they relate to UCCE/UCCX
  • Understating of call signaling using SIP and applications injected into signaling call flows such as SIP Proxys
  • Professional communication, written and verbal in all aspects of the role
  • Clear understanding of general troubleshooting methodologies
  • Leadership on technical incidents and the ability to manage conference calls regarding incidents or other technical discussion
  • 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

    Join our growing global team and accelerate your career with us. Apply today.

    Equal opportunity employer

    NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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