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　　Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

　　Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

　　Provides support to customers/users where the product is highly technical or sophisticated in nature.

　　Working at NTT

　　The MS Engineer 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 s responsible for managing tickets of low to high complexity.

　　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 analyzing, 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 a monthly random review of incidents and service requests, analyze 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 optimization including opportunities for automation of work

　　Knowledge, Skills, and Attributes:

　　Ability to communicate and work across different cultures and social groups

　　Ability to plan 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 pressurized 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 clients 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)Required Experience:

　　Demonstrated work experience

　　Demonstrated experience required in Engineering function within a medium to large ICT organization

　　Demonstrated experience of Managed Services

　　Demonstrated working knowledge of ITIL processes

　　Demonstrated experience working with vendors and/or 3rd parties

　　What will make you a good fit for the role?

　　Manage, maintain, and repair IT systems. Their responsibilities include diagnosing and repairing faults, resolving network issues, and installing and configuring hardware

　　Responsible for monitoring and responding to open tickets submitted through an incident management system

　　Identifying hardware and software solutions of endpoint device

　　Troubleshooting technical issues.

　　Diagnosing and repairing faults.

　　Resolving technical issues related to network interruptions

　　Installing and configuring hardware and software.

　　Speaking to customers to quickly get to the root of their problem.

　　Providing timely and accurate customer feedback.

　　Following up with clients to ensure the problem is resolved.

　　Replacing or repairing the necessary parts.

　　Supporting the roll-out of new applications.

　　Providing support in the form of procedural documentation.

　　Testing and evaluating new technologies.

　　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

　　Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

　　Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

　　We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

　　You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!