MS Engineer

About the Role

As a Security Managed Services Engineer (L1) at NTT DATA, you will be in an entry-level role focused on maintaining clients' firewall infrastructures. Your main objective will be to ensure Service Level Agreements (SLAs) are met with zero missed conditions. You'll be front-line support, handling standard and low-complexity incidents and service requests, as well as contributing to project work when needed.

Key Responsibilities

• Monitor client infrastructure and solutions, identifying and investigating problems and errors.
• Provide telephonic, ITSM ticket, or chat support to clients for incident and request resolution.
• Schedule maintenance activities like patching and configuration changes.
• Follow handover procedures for shift changes to ensure service continuity.
• Update existing knowledge articles or create new ones.
• Identify opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and other process improvements.
• Potentially be involved in implementing and delivering disaster recovery functions and tests.

Requirements & Tech Stack

• Entry-level experience with troubleshooting and providing support in security, network, DATA centre, systems, or storage administration and monitoring services within a medium to large ICT organization.
• Working knowledge of ITIL processes.
• Skills in active listening techniques (paraphrasing, probing, refraining from interrupting).
• Highly disciplined in handling tickets and acting promptly as per defined SOPs.
• Ability to resolve tickets using available Knowledge articles or provided SOPs.
• Good understanding of using ITSM tools.
• Ability to communicate and work across different cultures and social groups.
• Capacity to plan activities and projects well in advance, adapting to changing circumstances.
• Positive outlook and ability to perform well under pressure.
• Eagerness to work diligently and extend hours when necessary.
• Client-centric approach.
• Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.