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The primary responsibility of the Voice installation Engineer (L2) is to 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. The Voice Installation Engineer (L2) is involved in more complex environments for installation, configuration, and fault management.

Responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions. Works directly with client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users.

Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work directly with clients on-site or provide installation support remotely.

Working at NTT

Knowledge, Skills and Attributes:

•   Have a solid, in-depth understanding of Networking (including Routing and Switching) principles on Cisco environments
•   Have a good understanding of VoIP Protocols on Broadsoft, SBC and Porta platforms.
•   Good understanding and appreciation of technical design and business principles
•   Demonstrates project management and administration ability
•   Have a solid, in-depth understanding of Networking (including Routing and Switching) principles on Cisco environments
•   Good project skills which are demonstrated in the execution of installations and other assignments
•   Demonstrate customer engagement skills
•   Demonstrate relevant domain specialist knowledge
•   Good verbal communication skills
•   Client focused and displayed a proactive approach to solving problems
•   Ability to work under pressure
•   Ability to coach, mentor and provide guidance to team members
•   Good understanding of project management principles
• Academic Qualifications and Certifications:
•  Computer Science / Information Technology Degree or equivalent together with specialized training in new technologies and legacy systems or equivalent
•  Project management certification

Required Experience:

•  Experience with Networking (including Routing and Switching) principles on Cisco environments
•  Experience in VoIP Protocols on BroadSoft, SBC and Porta platforms.
•  Solid work experience in a technical implementation engineering or similar role
•  Experience engaging with clients and conducting presentations
•  Good project administration and documentation experience
•  Report writing experience
• Basic project management

Skills Summary

• Computer Coding, Customer Centric Solutions, Installation Support, Process Design, Process Improvements, Standard Operating Procedure (SOP), Systems Integration, Troubleshooting