MS Engineer L1 VC support

Job Summary

As a Networking Managed Services Engineer (L1) at NTT DATA, you'll step into an entry-level role where your primary focus will be providing managed services to ensure our clients' IT infrastructure and systems remain operational. Your day will involve proactively identifying, investigating, and resolving technical incidents and problems to support our clients effectively.

You'll monitor client infrastructure and solutions, catching errors before or as soon as they occur. Your role will involve investigating first-line incidents, understanding their root causes, and following approved procedures for request fulfilment. Whether it's providing telephonic, ITSM ticket or chat support, executing maintenance activities like patching and configuration changes, or ensuring smooth shift handovers for continuous service, your efforts are all about maintaining high standards of service quality.

You'll also identify opportunities for optimization, whether it's reducing common incidents or finding automation possibilities for request fulfilment, incident resolution, and process improvements. Your role may occasionally extend to supporting project work and disaster recovery functions and tests, contributing to our broader goals and ensuring we're always ahead of the curve.

Throughout your journey with us, you'll ensure that incidents and requests are resolved efficiently and comprehensively, escalating when necessary. You'll also help update existing knowledge or to share valuable insights, ensuring we continuously learn and improve.

Responsibilities

• Provide managed services to ensure clients' IT infrastructure and systems remain operational; proactively identify, investigate, and resolve technical incidents and problems to support clients effectively.
• Monitor client infrastructure and solutions, catching errors before or as soon as they occur; investigate first-line incidents, understand root causes, and follow approved procedures for request fulfilment; provide telephonic, ITSM ticket or chat support; perform maintenance activities like patching and configuration changes; ensure smooth shift handovers for continuous service.
• Identify opportunities for optimization; reduce common incidents and find automation possibilities for request fulfilment, incident resolution, and process improvements; may extend to supporting 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 to support continuous learning and improvement.

Requirements

• 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, and common routing protocols like BGP, OSPF, and EIGrP.
• Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sops.
• Try to 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 throughout their journey.
• 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 bachelors degree in information technology/computing or equivalent experience.

Workplace type

On-site