Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
Provides support to customers/users where the product is highly technical or sophisticated in nature.
Working at NTT
The MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests.
Key Roles and Responsibilities:
- Monitors client infrastructure and solutions
- Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- Fulfill approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Execute approved maintenance activities including patching and configuration changes
- Follow the required handover procedures for shift changes to ensure service continuity
- Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimization
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.
- Ability to communicate and work across different cultures and social groups
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Up to date and relevant ITIL certification (Foundation Level)
- Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
- Cisco Certified Network Associate - Wireless (CCNA-WL)
- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
- Cisco Certified Network Associate - Security (CCNA-SEC)
- Check Point Certified Security Administrator (CCSA)
- Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
- VMware Certified Professional vSphere
- IP, WINS, DHCP, DNC, etc
- MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist
- MS-Active Directory
- MS-Windows Server
- MS-Windows XP Professional
- MS-Windows Terminal Server
- MS-Exchange Server
- MS-SQL Server
- MS-IIS Server
- Citrix Metaframe
- Switches and Routers
- SonicWall Firewalls and SSL VPN Security Appliances
- Cisco Firewalls and Routers
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- MCSA+VCP, RHCE, or equivalent
- Cisco Certified Network Associate - Video (CCNA-VID)
- Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
- Cisco Certified Network Professional - Wireless (CCNP-W)
- Cisco Certified Network Professional - Security
- Check Point Certified Security Expert (CCSE)
- Certified Partner SE - Security
- Cisco Certified Network Professional - Data Center (CCNP-DC)
- Blue Coat Certified Proxy SG Professional
- Cisco Certified Network Professional - Voice (CCNP-V)
Required Experience:
- Entry-level experience with troubleshooting and providing the support required in network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
- Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e., Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup, etc.)
Skills Summary
Incident Resolution, Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting
What will make you a good fit for the role?
Workplace type:
On-site Working
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
