Service Delivery Support Engineer (L3) at NTT Ltd

MAIN DUTIES AND RESPONSIBILITIES :

• Receives support queries through available interaction channels, diagnoses, identifies, isolates and resolves issues that could be associated with WAN/LAN solution functionally such as network connectivity, application errors, database or data errors, message flow, firmware, software application errors and server performance.
• Provides direct support for both Internet and ASIT clients. S/He also trains and assists customers in utilization of provided internet services, proprietary software & hardware devices; troubleshooting & support tools.
• Through defined periodic reviews, follow ups and update of the tickets within the client management system for assigned cases to ensure resolution within SLA.
• Provides qualitative unique, proprietary solutions and solutions support for all customer queries /complaints and meet aimed at achieving the defined quality assurance standards.
• Works with internal/external networks & system engineering teams, senior support engineers and team leaders to identify and isolate root cause and support implementation of solutions that have not been solved.
• The TSE’s also validates the fix for customer problems. Typically working closely with different systems and service provider teams to apply the patch / upgrade or support change of systems or development of servers and network devices to achieve customer satisfaction.
• Provides detailed incident/issue reports, and recommendations or any other feedback to internal and external clients on handled cases in a defined neat and timely manner.
• Is required to achieve agreed upon individual Key Performance Indicators & Service Level Agreements aimed at supporting the Team Leader and Senior engineers in the team to achieve agreed upon global KPIs and quality standards to maximize customer satisfaction and revenue retention and growth.
• Identify, pursue or recommend avenues for potential business or revenue generation in the course of customer interaction.
• Any other duties that may be assigned

Personal Attributes

•  Self-driven and result oriented
•  Strong customer support and client relation skills
•  Effective communication skills (verbal and written)
•  Strong focus on building relationships (internal and external)
•  Willingness to learn new things and share them with others
•  Team player
•  Confident and decisive
•  Strong Problem solving/analytical skills

Academic Qualifications And Certifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIP, ACMP etc.

Required Experience

• Practical knowledge in networking and networked environment.
• Practical knowledge and skill in Radio Frequency (RF) and IP.
• One must have an intermediary IT background must be currently in the IT industry.
• Mail Systems – Mdaemon, Exchange etc.
• CCNA certified and practical knowledge of its application1- 2 years’ Work experience in a similar field