MS Network engineer

About the Role

As a Networking Managed Services Engineer (L1) at NTT DATA, you will provide managed services to ensure client IT infrastructure and systems remain operational. Your primary focus will be on proactively identifying, investigating, and resolving technical incidents and problems to support clients.

Key Responsibilities

• Monitor client infrastructure and solutions.
• Investigate first-line incidents and understand their root causes.
• Follow approved procedures for request fulfilment.
• Provide support via telephonic, ITSM ticket, or chat.
• Execute maintenance activities such as patching and configuration changes.
• Ensure smooth shift handovers for continuous service.
• Identify opportunities for optimization, including reducing common incidents and finding automation possibilities for request fulfilment, incident resolution, and process improvements.
• Occasionally support project work and disaster recovery functions and tests.
• Ensure incidents and requests are resolved efficiently and comprehensively, escalating when necessary.
• Update existing knowledge or share valuable insights.

Requirements & Tech Stack

• Basic understanding in technologies such as:
• Pulse Secure SSL VPN
• Virtual Juniper
• Palo Alto
• Fortinet Firewalls
• Cisco Nexus switches
• ASr and ISr routers
• Cisco ACS
• ISE
• Meraki switches
• Common routing protocols like BGP, OSPF, and EIGrP.
• Highly disciplined in handling tickets on a day-to-day basis.
• Act promptly as per defined SOPs.
• Attempt to resolve as many tickets as possible using available knowledge articles or provided SOPs.
• Good understanding of using ITSM tools and ITSM processes.
• Strong planning skills, considering possible changes and circumstances.
• A strong work ethic, including the capacity to put in longer hours when necessary.
• Adaptability to changing environments.
• A client-focused approach, creating positive client experiences.
• Aptitude to communicate and work across different cultures and social groups.
• Excellent active listening skills, confirming understanding and seeking relevant information.
• A positive outlook and resilience under pressure.

Qualifications

• A bachelor’s degree in information technology/computing or equivalent experience.

Workplace type: Hybrid Working