MS Network engineer

About the Role

As a Networking Managed Services Engineer (L1) at NTT DATA, you will be in an entry-level role focused on providing managed services to ensure client IT infrastructure and systems remain operational.

Key Responsibilities

• Proactively identify, investigate, and resolve technical incidents and problems to support clients.
• Monitor client infrastructure and solutions to catch errors before or as soon as they occur.
• Investigate first-line incidents, understand their root causes, and 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.
• Help 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 of tickets on a day-to-day basis.
• Act promptly as per defined SOPs.
• 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.
• The 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.