Ms Engineer

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The role is responsible for providing a 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 Services Engineer (L1) focuses on first line support for standard and low complexity

incidents.

**Working at NTT**

The MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.The MS Engineer s responsible for managing tickets of low to high complexity.

**Stakeholder engagement**
l Internal: engage with internal services engineering team, receive instructions, and manage escalation of incidents as necessary following agreed procedures.
External: proactively act as first-line technical support for clients and monitoring platform (including call handling, ticket creation and logging and the analysis, assignment and escalation thereof).

**Key Roles and Responsibilities**:

- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
- Assist in analyzing, assigning, and escalating support calls
- Investigate third line support calls assigned and identify the root cause of incidents and problems
- Report and escalate issues to 3rd party vendors if necessary
- Provide onsite technical support to clients and provide field engineering services to clients
- Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
- Proactively identify opportunities for work optimization including opportunities for automation of work

**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 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

**Academic Qualifications**
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

**Required Experience**:

- Demonstrated work experience in Data Centre Operations
- Demonstrated experience required in Engineering function within a medium to large ICT organization
- Demonstrated experience of Managed Services
- Demonstrated working knowledge of ITIL processes
- Demonstrated experience working with vendors and/or 3rd parties

**What will make you a good fit for the role?**

**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.