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The Networking Managed Services 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 restoring service to clients by managing incidents to resolution. This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions. This role focuses on first-line support for standard and low complexity incidents and service requests.
This role may also contribute to / support on project work as and when required.
Working at NTT
Key Roles and 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
Knowledge, Skills 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:
- Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as Logic Monitor
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)
- CCNA or equivalent certification
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
Required Experience:
- Entry-level experience or completion of the relevant intern programme
- Entry-level experience with troubleshooting and providing the support required in network / data centre / systems and monitoring Services within a medium to large ICT organisation
- Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Exchange, Storage, Cloud, Backup, etc.)
Skills Summary
Cisco Routers and Switches, Internet Access, Network Support, Routing Protocols, Troubleshooting
What will make you a good fit for the role?
Workplace type:
Hybrid Working
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
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