Job Information
NTT America Solutions, Inc. MS Engineer (L1) in Ahmedabad, India
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
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.
What you'll be doing
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
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.