MS Engineer, AV

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 clients' IT infrastructure and systems remain operational. Your primary responsibilities include proactively identifying, investigating, and resolving technical incidents and problems to support clients effectively. You will monitor client infrastructure and solutions, detect errors promptly, investigate first-line incidents, understand root causes, and follow approved procedures for request fulfillment.

Key Responsibilities

• Provide telephonic, ITSM ticket, or chat support.
• 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.
• Help update existing knowledge or share valuable insights for 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 like BGP, OSPF, and EIGrP.
• Highly disciplined in handling ITSM tickets on a day-to-day basis.
• Act promptly as per defined SOPs.
• Attempt to resolve as many tickets as possible using available Knowledge articles or provided SOPs.
• Good understanding of using ITSM tools and ITSM processes.

Qualifications

• 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.
• A bachelor’s degree in information technology/computing or equivalent experience.