TS provides the solutions and services that enable company staff and systems to operate and communicate on a daily basis. The NSE role itself is focused on End User Support Administration. Support Engineer will manage IT services in line with agreed service levels 24/7 and 365 days a year. Recover IT systems, and services in accordance with agreed business/IT service levels in conjunction with technical support teams and in line with incident management processes. Provide second line support of company Telecommunication equipment and services, perform scheduled tasks, and support the implementation of changes using the banks systems management and operational tools. Liaise and coordinate with the internal support teams, vendors, internal customers and line management to ensure continuous service delivery and appropriate escalation of incidents.

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YOUR RESPONSIBILITIES

• Troubleshoot and diagnose technical issues to restore failed IT Service
• Resolve Incidents within the specified Service Level
• Work with the Incident Management team to escalate problems, and lead technical operational recovery
• Verify resolution with end-users and resolve assigned Incidents and changes
• Monitor capacity, performance and availability using monitoring tools
• Identify Problems
• Interact with third party vendors
• Identify, monitor, drive and track continual service improvements
• Willing to work shifts

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SKILLS & EXPERIENCE THEY REQUIRE

• Troubleshooting, diagnosing, monitoring and resolving end customer issues and system problem software and other network and system problems
• 3-4 Years of University education post High school (B.Sc. or Diploma)
• 5 to 6 years’ experience at NOC Telecoms environment, ability to learn and support various telecoms areas like contact Centre monitoring and support, Data Network Monitoring and support and associated technologies
• Must have a good troubleshooting experience
• Switch services between sites or to run from single site using F5 GTM/LTM, during incident or change activity
• Assist service recovery by taking servers out of service or introducing them into service using F5 tool or associated scripts
• Hands on Experience on LAN Switching/ Load Balancers/ Wireless Networks/ Router/ Switches/ Network Monitoring tools
• Solid understanding of WAN & LAN technologies
• Basic understanding of L1 support and ability to act as an SME

• Should be aware of ITIL’s Incident, Change and Problem management activities
• Interpersonal skills – demonstrate good judgement, assertiveness, good level of communication, fast learning and can do attitude

• Respectful of different cultures, working with colleagues from across all the globe
• Excellent English language speaking and written skills are essential

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NICE TO HAVE

• Possess industry certification would be a big benefit
• General understanding in supporting Telecoms Contact Centre environment such platforms as Genesys, Cisco, Verint, LANe Fax, Oracle SBC (Session Border Controller) SIP (Session Initiation Protocol)

• ThousandEyes, NETSCOUT and/or other network monitoring tools

• Experience of working in the Agile environment
• History of working in a large, global financial or IT organization
• ITIL version 3 or later

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WHAT THEY OFFER

• Career path within a global organization
• Private health care, employees’ benefits
• Flexible working pattern, including home working
• Commutable office location – Kapelanka street
• Work remote
• Extensive opportunities for training and self-development

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