Cross Technology Managed Services Engineer (L1)

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 ensure zero missed Service Level Agreement conditions.

Key Responsibilities

• Monitor client infrastructure and solutions, identifying problems and errors proactively.
• Investigate and resolve first-line incidents and problems, pinpointing root causes.
• Provide telephonic, ITSM ticket, or chat support to clients.
• Perform maintenance activities, including patching and configuration changes.
• Work across two or more technology domains (e.g., Cloud, Security, Networking, Applications, Collaboration).
• Update existing knowledge articles or create new ones.
• 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, prioritizing their needs.

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.
• 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.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding their requirements.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).