Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.
Working at NTT
As a Telco Engineer, you will be responsible for monitoring and managing clients network/ equipment. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the telco engineers are able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
Key Roles and Responsibilities:
- Proactive monitoring of client infrastructure and solutions
- First pass fault analysis
- Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- logs incidents in a timely manner with the required level of detail with all the necessary.
- Liaise with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
- Manage efficient and comprehensive resolution of incidents and requests including ensuring that repairs are carried out by coordinating product requests and liaising with other team members
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by procedures.
- Full ownership for managing the incident to resolution within the service level conditions.
- Where necessary, they escalate requests and exceptions to the 2nd line support team
- Follow the required handover procedures for shift changes to ensure service continuity
- Report and escalate incidents where necessary
- Reports customer line faults with ISs vendors.
- Coordinates with Vendors to restore fault as quickly as possible.
- Router replacements.
- Facilitation of Router swaps with FSE team
- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Relevant ITIL certification
- CCNA certification
- Minimum 1-2 years work experience in a similar environment
- Telco experience (non-negotiable)
- Vendor management experience
- Working knowledge and understanding of IP, WINS, DHCP, DNS, etc.
- Working knowledge and experience with routers & switches
- Entry level experience with troubleshooting and providing support required in network/ datacentre/systems/ storage administration and monitoring Services within a medium to large ICT organization
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
