Junior Managed Services Engineer

3 weeks ago

Singapur, Singapore NTT Full time

Make a difference with NTT DATA
Join a forward-thinking organization that is redefining the limits of technology. We are recognized for our exceptional technical capabilities and pioneering innovations, making a significant impact on our clients and society. Our work environment promotes diversity and inclusion, providing a space where you can develop, belong, and excel.

Your role at NTT DATA

The Managed Services Cross Technology Engineer (L1) is an entry-level engineering position, tasked with delivering managed services to clients to ensure their IT infrastructure and systems remain functional. This is achieved by proactively identifying, investigating, and resolving technical incidents and challenges, thereby restoring service to clients by managing incidents until resolution.

The primary goal of this position is to maintain zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) primarily focuses on 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.

Additionally, the Managed Services Cross Technology Engineer (L1) may contribute to or assist with project work as needed.

Key Responsibilities:

Monitor client infrastructure and solutions. Identify potential issues and errors before or as they arise. Regularly pinpoint common incidents and opportunities for prevention, as well as general chances for incident reduction. Investigate first-line incidents assigned and determine the root cause of incidents and problems. Provide telephonic or chat support to clients as necessary. Schedule maintenance windows for patching and configuration updates. Adhere to the required handover procedures for shift changes to ensure service continuity. Report and escalate incidents when necessary. Ensure efficient and thorough resolutions of incidents and requests. Update existing knowledge articles or create new ones. Identify opportunities for work optimization, including automation of tasks, request fulfillment, incident resolution, and other general process improvements. May also contribute to or support project work as required. May assist in implementing and delivering Disaster Recovery functions and tests. Perform any other related tasks as needed.

Knowledge and Attributes:

Strong communication skills and ability to work across diverse cultures and social groups. Effective planning skills for activities and projects, considering potential changes. Positive outlook and attitude in the workplace. Ability to thrive in a high-pressure environment. Willingness to work hard and extend hours when necessary. Proficient in active listening techniques, such as paraphrasing to confirm understanding and probing for further relevant information. Adaptability to changing circumstances. Client-centric approach, understanding their needs and ensuring a positive experience throughout their journey.

Academic Qualifications and Certifications:

Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience). Minimum CCNA or equivalent certification. Relevant certifications related to the services provided (certifications enhance a candidate's qualifications for the role). Strong understanding of network protocols and services, including TCP/IP, DNS, DHCP, and VPN. Experience with network monitoring tools such as OpManager. The role involves working with Cisco Data Center technologies, including Cisco Nexus environment, security firepower, ASA firewall, FortiGate firewall, and Cisco ISE. Familiarity with syslog, SNMP, and configuration backups.

Required Experience:

Entry-level experience in troubleshooting and providing support in security, network, data center, systems, and storage administration and monitoring services within a medium to large ICT organization. Basic understanding of management agents, redundancy concepts, and products within the supported technical domain (i.e., Security, Network, Data Centre, Telephony, etc.). Basic knowledge of ITIL processes.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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