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Network Support Senior Analyst

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Date: Jul 23, 2022

Location: Bangalore, KA, IN

Company: NTT DATA Services

The Role

We have an exciting opportunity for a Telephony Engineer who will be responsible for effectively and efficiently maintaining the Telephone Systems working on a Healthcare Account based in Leicester 

The team provides BAU operational support and project delivery across all infrastructure towers to multiple Public and Private Sector customers.

This role will work closely with the customers to assist them in both BAU support and the implementation of Telephony services.

The Opportunity

  • To provide BAU operational support across a wide range of customer telephony infrastructure, including health checks and reporting.
  • Managing Incidents, Problems, Requests and Changes in line with ITIL best practice and ensuring that SLA’s are maintained.
  • Delivery of project-related tasks such as the installation of new telephone equipment.
  • Creation of telephone diagrams and documentation.
  • Actively manage, configure, upgrade and support the complex telephony environment including OpenScape 4000, MS Teams (voice), Netcall, Session Border Controllers, VoIP and Session Initiation Protocol (SIP) platforms.
  • Proactive management of customer environments, identifying potential improvements to deliver increased stability, availability and performance.
  • Ensure that customer environments adhere to established standards and frameworks, meeting any compliance requirements at all times.
  • Developing strong relationships with other engineers within the client to provide and share technical issue resolution and knowledge. 
  • You will be comfortable with hands on physical work within the wider organisation and have excellent customer skills.
  • Have experience of working in a constant high pressure and in a very technically demanding and changing environment.
  • Be capable of managing your work time, be able to resolve IT queries following logical analysis, work as part of a team, have a ‘can-do’ attitude and complete calls / tasks by agreed deadlines.
  • Occasional travel to customer sites may be required.

The Person

  • Ability to troubleshoot technical, multi-site and multi-discipline incidents and problems.
  • Able to work under pressure and to tight deadlines.
  • A passion for self-learning and development.
  • Excellent written and verbal communication skills, with the ability to build relationships with customers, both internal and external.
  • Have a personally driven, continuously updated awareness of the latest IT developments and services.

Skills and Experience (also provide details of Qualifications)

Essential and Desirable Criteria:

  • Proven experience of working Proven experience of supporting Openscape 4000 Telephone System (E)
  • Understanding of analogue telephone wiring and concepts (D)
  • Proven experience of supporting alternative VoiP Solutions (E)
  • Comprehensive understanding of Session Initiation Protocol (SIP) platforms (D)
  • Understanding of MS Teams (Voice) (D)
  • Previous experience with working on Telephone Voicemail Services (D)
  • Proactively liaising with users in non-technical manner (E)
  • Managing difficult users (E)
  • ITIL v3 Foundation (D)

 

Experience: Experience within a similar customer focused role.

Attributes

  • Demonstrate practical knowledge and problem solving strategies
  • Contribute to the continual improvement plan of the department
  • Focus on professionalism, be ‘the best’.
  • Focus on communication.
  • Be an efficient, flexible, reliable and continuously improving local technical resource in support of Business Units use, exploitation and development of IT.

Focus on communication


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