Networking Managed Services Engineer (L1)

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 identifying, investigating, and resolving technical incidents and problems to support clients effectively.

Key Responsibilities

• Monitor client infrastructure and solutions to detect errors proactively.
• Investigate first-line incidents, understand root causes, and follow approved procedures for request fulfillment.
• 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 fulfillment, 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 and share insights to facilitate continuous learning and improvement.

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: BGP, OSPF, and EIGrP.

Qualifications

• Highly disciplined in handling tickets on a day-to-day basis, acting promptly as per defined SOPs.
• Ability to resolve tickets 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.
• A bachelor’s degree in information technology/computing or equivalent experience.