MS Engineer, Network

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 primary focus will be on first-line support for standard and low-complexity incidents and service requests, aiming to achieve zero missed service level agreement conditions.

Key Responsibilities

• Monitor client infrastructure and solutions, identifying and resolving problems and errors.
• Investigate and resolve first-line incidents, 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, or Collaboration).
• Update or create knowledge articles.
• 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 and 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.
• Proficiency in using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques.
• Willingness to work hard and put in longer hours when necessary.

Qualifications

• Bachelor's degree or equivalent qualification in IT or Computing, or demonstrated equivalent work experience.
• 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.
• A client-centric approach, understanding client requirements and ensuring a positive experience.
• A positive outlook at work, even in pressurized environments.