Second Line Support Engineer, Tokyo
NTT Ltd.
Tokyo, Japan
5 日前

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?To carry out customer operations responsibilities efficiently and to ensure our SLA’s are met.

Provide support and guidance to the customer operations team members in Japan to ensure day-to-day operations of the business run smoothly.

Responsible for customer escalation and work closely with service providers for continual service improvement. Accountable for operational projects assigned by his / her manager.

Provide high level technical support as Advanced Technical Support to internal and external service users. Working at NTT Job Description Assist customer operations manager in the day to day running of NTT Cloud Communications business Accountable for the execution of the maintenance program for NTT Cloud Communications’ production and corporate environment Accountable for incident and Salesforces case management to manage metrics of them and to meet SLA Ensure effective Problem Management in line with defined SLA commitments Provide L2 technical support and escalate complex incidents to L3 team Coordinate with Corp and local customer operations teams for operations projects and tasks Work closely with NTT Cloud Communications partners and vendors to facilitate incident resolution within committed SLA Ensure the office environment is setup properly with IT team with security Responsible for customer complaints and escalations Responsible for continual service improvement Look for continuous quality improvement in the processes and activities associated within operations team What will make you a good fit for the role?

Degree holder with minimum 3 years experience in similar role as a service provider with hands on experience in Microsoft and Linux operating systems Strong IT knowledge including Network Infrastructure, TCP / IP and VoIP Strong knowledge of Audio, Web and Video Conferencing Products, especially Cisco Webex and calling Strong Telco knowledge including ISDN T1 / E1, PSTN, Audio Gateway and conferencing bridge configuration Proficient in all Microsoft office applications Knowledge of ITIL processes

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