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IT Support Engineer
2 months ago
POSITION SUMMARY
Join NTT DATA and contribute to a company that is at the forefront of technological advancement.
We pride ourselves on our commitment to innovation and our positive impact on clients and communities.
Our work environment fosters diversity and inclusion, providing a space where you can develop, connect, and excel.Role Overview
The Managed Services Cross Technology Engineer (L1) is an entry-level position focused on delivering managed services to clients, ensuring the operational integrity of their IT systems. This role involves proactively identifying, investigating, and resolving technical incidents to restore service efficiently.
The primary goal is to maintain compliance with service level agreements and minimize disruptions.The Managed Services Cross Technology Engineer (L1) is dedicated to first-line support for standard and low-complexity incidents and service requests across multiple technology domains, including but not limited to Cloud, Security, Networking, Applications, and Collaboration.
Key Responsibilities:
1. Monitor client systems and solutions.
2. Proactively identify and troubleshoot potential issues.
3. Recognize common incidents and suggest preventative measures.
4. Investigate assigned incidents to determine root causes.
5. Provide support via phone or chat as needed.
6. Schedule maintenance windows for updates and changes.
7. Ensure seamless handover procedures during shift changes.
8. Report and escalate incidents as required.
9. Strive for efficient resolution of incidents and requests.
10. Update or create knowledge articles to enhance documentation.
Additionally, this role may involve contributing to project work and implementing Disaster Recovery functions and tests as necessary.
Essential Skills and Attributes:
1. Strong communication skills across diverse cultures.
2. Ability to plan and adapt to changing circumstances.
3. Maintain a positive attitude in a dynamic work environment.
4. Willingness to work extended hours when required.
5. Proficient in active listening techniques to ensure clear understanding.
6. Client-focused approach to all interactions, enhancing the overall client experience.
Qualifications:
A Bachelor's degree or equivalent in IT/Computing, or relevant work experience.
Certifications relevant to the role are advantageous, including:
- CCNA or equivalent Network Security certification
- Microsoft Certified: Azure Administrator Associate
- AWS Certified Solutions Architect Associate
- Veeam Certified Engineer
- VMware Certified Professional in Data Centre Virtualization
- Google Cloud Platform (GCP) and Oracle Cloud Infrastructure (OCI) certifications.
Experience:
Entry-level experience in troubleshooting and support within security, network, data center, or systems administration in a medium to large ICT organization is preferred. Basic understanding of management agents, redundancy concepts, and ITIL processes is beneficial.
Work Environment:
On-site position.
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