Technical Specialist - MS Network
NTT Corporation
- New Delhi
- Permanent
- Full-time
- Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
- Performs necessary checks, apply monitoring tools and respond to alerts
- Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
- Assists in analyzing, assigning, and escalating support calls
- Investigates third line support calls assigned and identify the root cause of incidents and problems
- Reports and escalates issues to 3rd party vendors if necessary
- Provides onsite technical support to clients and provide field engineering services to clients
- Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality
- Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
- Proactively identifies opportunities for work optimization including opportunities for automation of work
- May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
- May work on implementing and delivering Disaster Recovery functions and tests
- 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
- Additional skills proficiency such as:
- Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
- CCNP or equivalent certification
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
- Seasoned years of work experience
- Seasoned experience required in Engineering function within a medium to large ICT organisation
- Seasoned experience of Managed Services
- Excellent working knowledge of ITIL processes
- Excellent experience working with vendors and/or 3rd parties