Network Managed Services Engineer (L1) at NTT Ltd.

Your day at NTT DATA

• 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.

Key Responsibilities:

• Monitors client infrastructure and solutions.
• Identifies problems and errors prior to or when they occur.
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• Investigates first line incidents assigned and identifies the root cause of incidents and problems.
• Fulfils approved requests following agreed procedures.
• Provides telephonic or chat support to clients when required.
• Executes approved maintenance activities including patching and configuration changes.
• Follows the required handover procedures for shift changes to ensure service continuity.
• Reports and escalates incidents where necessary.
• Ensures the efficient and comprehensive resolutions of incidents and requests.
• Proactively identifies opportunities for work optimization.
• Updates existing knowledge articles or creates new ones.
• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering disaster recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes:

• 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.

Additional skills proficiency such as (but not limited to):

• Configuring, monitoring and troubleshooting Cisco switches and access points / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Familiarity with common network management and monitoring tools such as Cisco Catalyst Centre, Solarwinds, PRTG or Logic Monitor.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
• ITIL
• CCNA or equivalent certification.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required experience:

• Intermediate level experience or completion of the relevant intern program.
• 3-5 years experience with troubleshooting and providing network systems support and monitoring Services within a medium to large ICT organization.