MS Services Engineer Full Time

About the job
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The 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 MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

Redford Reference

“Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set.”

Working at NTT

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 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

Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous Certifications

Up to date and relevant ITIL certification (Foundation Level)
Cisco Certified Network Associate – Routing and Switching (CCNA-R/S)
Cisco Certified Network Associate – Wireless (CCNA-WL)
Riverbed Certified Solutions Associate – WAN Optimization (RCSA-W)
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)
VMware Certified Professional vSphere
IP, WINS, DHCP, DNC, etc
MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist
MS-Active Directory
MS-Windows Server
MS-Windows XP Professional
MS-Windows Terminal Server
MS-Exchange Server
MS-SQL Server
MS-IIS Server
Citrix Metaframe
Switches and Routers
SonicWall Firewalls and SSL VPN Security Appliances
Cisco Firewalls and Routers
Cisco Certified Network Associate – Data Center (CCNA-DC)
MCSA+VCP, RHCE or equivalent
Cisco Certified Network Associate – Video (CCNA-VID)
Cisco Certified Network Associate – Voice (CCNA-V)

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.

Required Experience

Entry level experience or completion of relevant intern program
Entry level experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation.
Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc)