Service Delivery Field Support Engineer

Role Overview: You are responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Your role involves maintaining a high level of service to clients, ensuring zero missed service level agreement (SLA) conditions, and managing tickets of low to high complexity. Key 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 before or when they occur, 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 deliver field engineering services - Conduct a monthly random review of incidents and service requests, analyze and recommend improvements 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 automation of work Qualification Required: - Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience) Additional Company Details (if present): The MS Engineer role requires the ability to communicate and work across different cultures and social groups, plan activities and projects in advance, maintain a positive outlook at work, work well in a pressurized environment, put in longer hours when necessary, apply active listening techniques, adapt to changing circumstances, and prioritize clients' requirements for a positive client experience throughout the total client journey. Experience in an Engineering function within a medium to large ICT organization, Managed Services, ITIL processes, and working with vendors and/or 3rd parties is also essential. Role Overview: You are responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Your role involves maintaining a high level of service to clients, ensuring zero missed service level agreement (SLA) conditions, and managing tickets of low to high complexity. Key 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 before or when they occur, 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 deliver field engineering services - Conduct a monthly random review of incidents and service requests, analyze and recommend improvements 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 automation of work Qualification Required: - Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience) Additional Company Details (if present): The MS Engineer role requires the ability to communicate and work across different cultures and social groups, plan activities and projects in advance, maintain a positive outlook at work, work well in a pressurized environment, put in longer hours when necessary, apply active listening techniques, adapt to changing circumstances, and prioritize clients' requirements for a positive client experience throughout the total client journey. Experience in an Engineering function within a medium to large ICT organization, Managed Services, ITIL processes, and working with vendors and/or 3rd parties is also essential.