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This position is to provide overall IT services to customers, including implementation and operation with team members.
He / She also has a technical sales role for service that NTT provides to their customers
Working at NTT
The Integrated Services Delivery Engineer is responsible for the execution, implementation and delivery of factory products and integrated service solutions.
This position oversees diagnoses, troubleshooting, service and repair of complex equipment and systems. The primary responsibility of this position to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.
Key Role and Responsibilities :
- Contribute to all stages of the service delivery and implementation (including planning, scoping, detailed designing, scheduling, resources planning against pre-defined deliverables)
- Ensure consistent and reliable service delivery approach in minimising risk and cost associated with implementation
- Facilitate technical design workshops, and pre-defined scope in order to integrate all factory products into an integrated solution
- Implement and project management the technical solution from inception to installation
- Provide customer support through the performance of on-site installation
- Identify, investigate and resolve technical incidents and problems by providing technical end user support.
- Resolve client issues (services / product update or maintenance) via onsite or off site and providing support with projects and / or roll outs
- Interact with client to resolve any product and / or services issues
- Work closely with clients to address and solve technology issues, through utilisation of the technical resources available
- Maintain and prepare documentation associated with integrated service delivery engineering
- Create and update project documentation, procedures, processes and best practices
- Ensure technical issues are resolved to guaranteeing client satisfaction
- Ensure that the technical delivery of all services meets quality, scope and service level requirements
- Ensure that all changes and other customer service requests are fulfilled timely and correctly
- Lead problem resolution efforts and post-incident reviews
- Maintain a detailed understanding integrated service offering, delivery processes and technical capabilities
- Find ways to resolve unextending problems that required collaborating between business and technical teams
Knowledge, skills and attributes :
- Ability to understand and knowledge of grand design criteria
- Knowledge of product and / or solution specifications, the detailed design framework and checklist
- Excellent communicate skills, both verbal and written
- Ability to plan activities and projects well in advance, and take into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
Academic Qualifications and Certifications :
- Bachelor’s degree or equivalent relevant qualification in IT / Computing (or demonstrated equivalent work experience)
- Relevant ITIL certification
Experience required :
- Experience required in network / security / systems / storage administration and Monitoring Services within a medium to large ICT organisation
- Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.
e. Network, Storage, Security etc)
What will make you a good fit for the role?
