MS Engineer L3 (Security)

, IN, United States

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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:

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 customer/users where the product is highly technical or sophisticated in nature. Survey Tip: In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer’s problem cannot be resolved directly by first-level resources.

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

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)

301a 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 – 6006)

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?

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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