Windows Patch Engineer

About the Role

As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for 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 is to ensure zero missed service level agreement conditions.

Key Responsibilities

• Monitor client infrastructure and solutions, identifying problems and errors before or as they occur.
• Investigate and resolve first-line incidents assigned, pinpointing root causes.
• Provide telephonic, ITSM ticket, or chat support to clients.
• Perform maintenance activities, such as patching and configuration changes.
• Work across two or more technology domains (e.g., Cloud, Security, Networking, Applications, Collaboration).
• Update existing knowledge articles or create new ones.
• Seek opportunities for work optimization.
• Support project work as needed.
• Contribute to disaster recovery functions and tests.
• Ensure seamless shift changes with careful handovers for service continuity.
• Report and escalate incidents when necessary.
• Strive for efficient, comprehensive resolutions of incidents and requests.
• Provide a positive client experience, prioritizing their needs.

Requirements & Tech Stack

• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Good understanding of using ITSM tools.
• Proficiency in active listening techniques and refraining from interrupting.

Qualifications

• Entry-level experience with troubleshooting and support in security, network, data centre, systems, or storage within a medium to large ICT organization.
• Highly disciplined in handling tickets on a day-to-day basis; act promptly as per defined SOPs.
• Ability to resolve tickets using available knowledge articles or provided SOPs.
• 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.
• Ability to communicate and work across different cultures and social groups.
• 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).