Network Engineer L3 at NTT Ltd

The Technical Services Implementation Engineer (L3) is a seasoned engineering role, responsible for providing technical support to clients. This includes remotely supporting clients within service level agreements (SLAs); to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management.
This role is involved in more complex environments for installation, configuration and fault management.

What you'll be doing

Key Responsibilities:

• Interact with clients on site to meet complex requirements of a solution.
• Escalate unresolved problems and issues to the relevant third parties.
• Respond to escalated client requests and support client applications to a first line resolution.
• Escalate complex problems to the relevant third parties.
• Write reports and proposals and complete and maintain project documentation.
• Assist with the documentation of standard operating procedures relating to installations and fixes.
• Act as coach and mentor to more junior Implementation Engineers and Technicians.
• Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.
• May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
• Included in higher complexity design work, with input to the design expected.
• Expected to take ownership of relevant technologies according to domain or specialization.

Knowledge and Attributes:

• Seasoned understanding and appreciation of technical design and business principles.
• Demonstrates seasoned project management and administration ability.
• Seasoned project skills which are demonstrated in the execution of installations and other assignments.
• Demonstrates excellent customer engagement skills.
• Demonstrates seasoned domain specialist knowledge.
• Excellent verbal communication skills.
• Client focused and displays a proactive approach to solving problems.
• Ability to work under pressure and meet deadlines.
• Ability to coach, mentor and provide guidance to team members.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Computer Science / Information Technology Degree or equivalent together with specialized training in new technologies and legacy systems or equivalent.
• Project management certification is desirable.

Required Experience:

• Seasoned work experience in a technical implementation engineering or similar role.
• Seasoned experience engaging with clients and conducting presentations.
• Seasoned project administration and documentation experience.
• Seasoned report writing experience.
• Seasoned project management experience.