Managed Services Engineer - Network

As a Cross Technology Managed Services Engineer (L1) at NTT DATA, your role is crucial as you will be the first point of contact for clients, ensuring the smooth operation of their IT infrastructure and systems. Your key responsibilities include:

• Proactively identifying, investigating, and resolving technical incidents and problems, with a focus on first-line support for standard and low-complexity incidents and service requests. - Monitoring client infrastructure and solutions daily, identifying and addressing problems and errors promptly. - Diving deep into first-line incidents to pinpoint root causes and provide telephonic, ITSM ticket, or chat support to clients. - Performing maintenance activities like patching and configuration changes to ensure the uninterrupted operation of client systems. - Working across multiple technology domains such as Cloud, Security, Networking, Applications, or Collaboration. - Updating existing knowledge articles, seeking work optimization opportunities, and supporting project work as required. - Contributing to disaster recovery functions and tests to ensure the safety of clients' data. - Ensuring seamless shift changes with careful handovers for service continuity. - Reporting and escalating incidents when necessary, striving for efficient and comprehensive resolutions of incidents and requests to deliver a positive client experience. To excel in this role, you need to meet the following qualifications:
• Entry-level experience in troubleshooting and support within a medium to large ICT organization, specifically in security, network, data center, systems, or storage. - 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. - Good understanding of ITSM tools and proficiency in planning activities and projects in advance. - Client-centric approach, excellent communication skills, and the ability to work across different cultures and social groups. - Proficiency in active listening techniques, maintaining a positive outlook 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.