Key Roles and Responsibilities:

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational as per design.
• Perform necessary checks, apply monitoring tools and respond to alerts.
• Identify problems and errors prior to or when they occur 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 and identify the root cause of incidents and problems.
• Report, manage and escalate issues to 3rd party vendors if necessary.
• Conduct monthly reviews of incidents and service requests, analyse and recommend improvement plans.
• 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 accurately plan for activities and projects in advance.
• Ability to work well in a pressurised environment maintaining an optimistic attitude.
• A willingness to work longer hours when necessary.
• Ability to adapt to change
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
• Relevant diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNA certified
• CCNP certified or relevant experience and working towards certification.
• 5+ years working experience in a similar role.
• Working knowledge of ITIL processes
• Experience working with vendors and 3rd parties

 Advantageous Certifications:

• SDWAN (Cisco, Fortinet, HP)
• Cisco CCIE-R/S
• Cisco CCNP / CCIE Data Centre
• Cisco CCNP / CCIE Security
• Cisco CCNP / CCIE Wireless
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Expert (CCSE)
• ITIL certification