Senior Technical Solutions Specialist Networking
2 weeks ago
At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
**Want to be a part of our team?**
The role is responsible for providing a professional fourth-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of high complexity, develops resolution to advanced and complex problems that require specialised knowledge, judgement and independent thinking within broadly defined policies and practices. This role may be required to operationally manage a team of Field Engineers.
**Working at NTT**
**Stakeholder engagement**:
**Internal**: engage with GDC Service Operations team, receive instructions, and manage escalation incidents to Technical Account Manager, Client Delivery Executive or 3rd party vendors as necessary.
**External**: proactively act as fourth-line remote and onsite technical support and provide field engineering services for clients (including the analysis, assignment and escalation thereof).
**Value Chain Linkage**:
- Service Operations
- Service Transition
**Skills and attributes**:
**Availability Management**:
Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities. Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.
**Service Level Management**:
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
**Configuration management**:
Ensures that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate. Contributes strongly to the service knowledge management system.
**Capacity Management**:
Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to control the demand upon a particular resource or service. Ensures the correct implementation of standards and procedures. Pro-actively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.
**Support Services**:
Drafts and maintains procedures and documentation for support services. Makes a significant contribution to the investigation, diagnosis and resolution of technical problems. Ensures that all requests for support are dealt with according to set standards and procedures.
**Incident Management**:
Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents through adoption of knowledge articles. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
**Problem Management**:
Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.
**Learning Design & Development**:
Designs, creates, develops, customises and maintains learning materials and resources to deliver agreed outcomes, and meet accreditation requirements if appropriate. Assists with design, configuration and testing of learning environments, including creation of simulated data, and replication of external syst
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