MS Services Engineer (L1)-5

About the Company

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

About the Role

The Networking Managed Services Engineer (L1) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. The primary objective is to ensure zero missed service level agreement (SLA) conditions and focuses on first-line support for standard and low complexity incidents and service requests. This role may also contribute to/support project work and disaster recovery functions as required.

Responsibilities

• Monitor client infrastructure and solutions and identify problems and errors prior to or when they occur.
• Routinely identify common incidents and opportunities for avoidance and general incident reduction.
• Investigate first-line incidents assigned and identify root cause of incidents and problems.
• Fulfil approved requests following agreed procedures and execute approved maintenance activities including patching and configuration changes.
• Provide telephonic or chat support to clients when required, report and escalate incidents where necessary, and ensure efficient and comprehensive resolution of incidents and requests.
• Follow required handover procedures for shift changes to ensure service continuity.
• Proactively identify opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and process improvement; update or create knowledge articles.
• Contribute to/support project work and may work on implementing and delivering Disaster Recovery functions and tests.
• Perform any other related tasks as required.

Knowledge and Attributes

• Ability to communicate and work across different cultures and social groups, maintain a positive outlook, adapt to changing circumstances, and work well in a pressurized environment.
• Ability to plan activities and projects in advance, work hard and put in longer hours when necessary, and apply active listening techniques such as paraphrasing and probing for further relevant information.
• Client-focused approach: place clients at the forefront of interactions to create a positive client experience throughout the total client journey.
• Additional technical proficiency such as Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASR and ISR routers, Cisco ACS/ISE, Meraki switches and access points, enterprise network architecture, common routing protocols (BGP, OSPF, EIGRP), NAT, configuring/monitoring/troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits, and familiarity with network management and monitoring tools such as SecureCRT and LogicMonitor.

Qualifications

• Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience); CCNA or equivalent certification; certifications relevant to the services provided carry additional weight.
• Required Experience: Entry-level experience or completion of a relevant intern program; entry-level troubleshooting and support experience in network/data centre/systems/storage administration and monitoring within a medium to large ICT organisation; basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.).

Additional Information

Workplace type: On-site Working

NTT DATA is an Equal Opportunity Employer and is committed to providing an environment free of unfair discrimination and harassment.