MS Technical Specialist

Key Roles and Responsibilities:

• Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
• Perform necessary checks, apply monitoring tools and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analyzing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

Knowledge, Skills, and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications:

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous Certifications:

• Up to date and relevant ITIL certification
• Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)
• JNCIA Security
• Certified Partner SE - WAN Optimization
• Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)
• F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
• 301a LTM Specialist Architect Setup and Deploy Security domain
• Cisco Certified Internetwork Expert - Security (CCIE-S)
• Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• Certified Partner SE - Web Security
• VMware Certified Professional vSphere
• Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
• MCSA+VCP, RHCE, or equivalent