APAC Advance Support Engineer L2 (VoIP + Cisco UC product )

  • Kangsan bldg 2F 25, Dogok-ro 1-gil, Gangnam-gu Seoul, South Korea, Seoul, OTHER
  • Full-time

Company Description

Boost your career with the Cloud Communications division of NTT, a leading global technology services company bringing together 28 brands including Arkadin, NTT Communications, Dimension Data, and NTT Security. By joining us you will play a key role in a business whose solutions enable a more digitally connected workspace with dynamic collaboration interactions for improved workforce efficiency, productivity and engagement. 

With exceptional opportunities in our many offices around the world, your talent will find a place to develop quickly. In fact we are a people company with strong core values & talented employees committed to our mission. In return, we do our best to make sure we give our people the recognition they deserve.

Together we do great things and build a global team that is agile, engaged and able to respond to the ever-changing digital world.

If this sounds like the company you’d like to work with, we’d love to meet with you!

Job Description

· Provide high level customer support at 2nd line level to internal and external service users (primarily in English but also in Korean for some clients)

· Experience on support for  VoIP/ Cisco/ MS-Teams and other cloud services (Mandatory)

· Certified ICT and with proven experience in an ICT services support environment (Mandatory)

· Providing guidance to other team members and advisory to management on MS-Teams

· Work closely with different functions ie. Product and other regional technical members to understand Microsoft / Teams deployments and be subject matter expert to share knowledge within service desk.

· Technical support on other collaboration products and services; Cisco UC (CCA, Teams, etc.), Cloud voice services, and Blue jeans collaboration tools (with training provided)

· Ensure effective Incident/ Problem Management in line with defined SLA commitments

· Provide a high level of customer service on request fulfillment - Request for change and Request for Information on our supported services

· Work closely with our partner/suppliers to ensure incident resolution in line with set SLAs

· To troubleshoot incident with the clients and to do the utmost to provide first point resolution

· To manage the escalation process for incidents within the department, ensuring all relevant information is captured and be responsible for escalation to higher level resolver groups

· To be confident in supporting the full range of our products and services

· Must know and understand all common issues and be able to answer any questions concerning them or to professionally follow knowledge base/decision tree guidance on incident and request support

· Communication regarding the status, progression and/or resolution of incidents

· Take initiative to drive issues/problems to resolution and escalates when appropriate.

Qualifications

· Certified (or currently studying to certify) with Microsoft or Cisco Networking qualification or similar experience

· Certified ICT and with proven experience in an ICT services support environment (Mandatory)

· Possess and use a confident, clear professional telephone manner at all times

· To be technically minded, be interested in cloud based solution and technical troubleshooting/support

· An excellent understanding of Arkadin and supported services

· Highly organized, with strong self-motivation and administrative skills

· Excellent Technical  and Customer service skills

· To be proactive in assisting with issues and queries

· Demonstrate a positive attitude to self-development by embracing new products/skills/procedures and adhering to ‘best practice’ at all times

· Work collaboratively with teams and support other personnel within the department

Additional Information

Strong analytical and problem solving skills

Fluent in spoken and written English/ Korean

·Flexibility with shifts and overtime (when needed) to suit the needs of the business

·Demonstrate a professional appearance and attention to time keeping, at all times

- Ability to work under pressure, whilst coordinating multiple tasks under tight deadlines

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