MS Engineer Network

Skills this role screens for

About the role

NTT Data is hiring for the role of MS Engineer Network!

The work

Responsibilities of the Candidate

• As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational.
• You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests.
• Your aim? To ensure zero missed service level agreement conditions.
• Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur.
• You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most.
• Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.
• You will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration.
• Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimization, and supporting project work as needed.
• Additionally, you will contribute to disaster recovery functions and tests, ensuring our clients' DATA is safe and sound.
• Shift changes are made seamless with your careful handovers, ensuring service continuity.
• You will report and escalate incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests.
• With each interaction, you will aim to provide a positive client experience, placing their needs at the forefront of all you do.

Who they want

Requirements

• Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sop’s.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).