Networking Managed Services Engineer (L1) at NTT Ltd.

Your day at NTT DATA


The Network 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 to restore service to clients by managing incidents to resolution.
Their primary objective is to ensure zero missed service level agreement conditions. The Network MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.
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 customer/users where the product is highly technical or sophisticated in nature.


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
Fulfil 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 optimisation
Update existing knowledge articles or create new ones
Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.


Knowledge, Skills and Attributes:


Ability to make data driven decisions.
Ability to communicate and work across different cultures and social groups
Ability to plans 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey


Academic Qualifications


Up to date and relevant ITIL certification (Foundation Level)
Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
Cisco Certified Network Associate - Wireless (CWNA advantage)
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)
Switches and Routers
Fortinet FCP (NSE4)


Additional certifications


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)
Any of the above certifications is a plus. The MS - Services Engineer (L1) is expected to gain certifications relevant to services supported. Certifications carry additional weight on candidate's qualification for the role