Make an impact with NTT DATA
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Your day at NTT DATA
The Network 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 Network MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
May be involved in customer installation and training.
Provides support to customer/users where the product is highly technical or sophisticated in nature.
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 make data driven decisions.
● 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
● Up to date and relevant ITIL certification (Foundation Level)
● Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
● Cisco Certified Network Associate - Wireless (CWNA advantage)
● 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)
● Switches and Routers
● Fortinet FCP (NSE4)
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
Workplace type:
On-site WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
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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