Desktop Support Team Lead

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 (L2) focuses in leading a team of Level 1 engineer.

**Working at NTT**

**MS Engineer (L2) - Desktop Support Team Lead**

The MS Engineer (L2) is responsible for managing a group of desktop engineers, 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. Their primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L2) focuses on escalations and projects that are related to the service.

**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
- Provide support to the team in incidents, requests and problems management
- Ensure proper handover within the team for service continuity
- Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimization
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.
- Leading any projects related to the Desktop support
- Provide support to the account teams

**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**
- 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)
- MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery,
- MS-Active Directory
- MS-Windows XP Professional
- Switches and Routers
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- MCSA+VCP, RHCE, or equivalent

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

Standard career level descriptor for job level:

- Seasoned and experienced professional
- Has full understanding of specialisation area
- Resolves wide range of issues in creative ways
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new assignments
- Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experience

**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.