Linux 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. Your role focuses on proactive identification, investigation, and resolution of technical incidents and problems, primarily handling first-line support for standard and low-complexity incidents and service requests with the goal of achieving zero missed service level agreement conditions.

Key Responsibilities

• Monitor client infrastructure and solutions to identify problems and errors.
• Investigate first-line incidents, pinpointing root causes.
• Provide telephonic, ITSM ticket, or chat support to clients.
• Perform maintenance activities, including patching and configuration changes.
• Work across two or more technology domains such as Cloud, Security, Networking, Applications, or 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 through careful handovers.
• Report and escalate incidents when necessary.
• Strive for efficient, comprehensive resolutions of incidents and requests.
• Provide a positive client experience.

Requirements & Tech Stack

• 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.
• High discipline in handling tickets daily and acting promptly per defined SOPs.
• Ability to resolve tickets using available Knowledge articles or provided SOPs.
• 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.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques.
• A positive outlook, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.

Qualifications

• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).