Service Delivery Field Support Engineer

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational
• Ensures that any software that is part of the solution is installed and configured according to client requirements
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution
• Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles
• Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform
• Ensures the efficient and comprehensive resolution of incidents and requests
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
• Provides second line remote and onsite technical support to clients
• Provides second line field engineering services to clients
• Reports and escalates issues to 3rd party vendors if necessary
• Follows the required handover procedures for shift changes to ensure service continuity

• Bachelor's degree or equivalent in Information Technology or Computing or related field
• Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
• Collaboration certifications such as - Valid CCNP Collaboration Certification required
• Microsoft Voice certification (MS700 & MS720) advantageous
• Valid Webex Calling & Webex Contact Centre certification
• Moderate level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony
• Moderate level experience in technical support to clients
• Moderate level experience in diagnosis and troubleshooting
• Moderate level experience providing remote support in Collaboration technologies
• Moderate level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.)
• Basic understanding of Network routing and switching
• Good 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 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

Microsoft Voice certification (MS700 & MS720) advantageous