Involved in highly complex environments for installation, configuration and fault management. They provide technical support to NTT (Ltd) 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.
They are also required to provide technical leadership to the team supporting client installations.
Key Roles & Responsibilities :
Interact with clients.
Escalate unresolved problems and issues to the relevant third parties.
Delegates lower complexity tasks to engineers and technicians.
Assume responsibility for the co-ordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required.
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.
Relevant IT / Computing Diploma / Degree
Cisco CCIE written / lab qualification
Cisco Decentre Networking knowledge and deployment experience
Cisco SDA knowledge and deployment experience
Cisco DNAC knowledge and deployment experience
Cisco SD-WAN knowledge and deployment experience
Fortinet SD WAN -knowledge
Cisco Meraki knowledge and deployment experience
8+ year field experience in deployment and support enterprise networks.