Job
Description
Join a company that is pushing the boundaries of what is possible. Renowned for technical excellence and leading innovations, NTT DATA is committed to making a difference to clients and society. Embracing diversity and inclusion in the workplace, it is a place where you can grow, belong, and thrive. As a Cross Technology Managed Services Engineer (L1) at NTT DATA, your primary responsibility will be to be the initial point of contact for clients, ensuring the continuous operation of their IT infrastructure and systems. Your role involves proactively identifying, investigating, and resolving technical incidents and problems, with a focus on providing first-line support for standard and low-complexity incidents and service requests. Your goal is to ensure zero missed service level agreement conditions. On a daily basis, you will monitor client infrastructure and solutions to identify problems and errors before or as they arise. You will delve into first-line incidents assigned to you, identifying root causes and offering telephonic, ITSM ticket, or chat support to clients. Routine maintenance activities like patching and configuration changes will ensure the smooth functioning of client systems. Working across two or more technology domains such as Cloud, Security, Networking, Applications, or Collaboration, you will update or create new knowledge articles, optimize work processes, and support project work as necessary. Additionally, you will contribute to disaster recovery functions and tests to ensure client data safety. Your meticulous handovers during shift changes will ensure seamless service continuity. Reporting and escalating incidents when required, you will strive for efficient and comprehensive resolutions. Each interaction with clients will aim to provide a positive experience and prioritize their needs. To excel in this role, you should have entry-level experience in troubleshooting and support within a medium to large ICT organization. Basic knowledge of management agents, redundancy concepts, and ITIL processes is essential. Handling tickets promptly according to defined SOPs, utilizing available knowledge articles, and possessing a good understanding of ITSM tools are crucial. Proficiency in planning activities, project management, client-centric approach, and effective communication across different cultures are required. A positive outlook, willingness to work hard, and a bachelor's degree or equivalent qualification in IT or Computing are also necessary. NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. Committed to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests significantly in R&D to drive organizations into the digital future confidently. As a Global Top Employer, it boasts diverse experts in over 50 countries and a robust partner ecosystem. Services offered include business and technology consulting, data and artificial intelligence, industry solutions, as well as application, infrastructure, and connectivity development, implementation, and management. NTT DATA is a leading provider of digital and AI infrastructure globally, part of the NTT Group, and headquartered in Tokyo. NTT DATA is an Equal Opportunity Employer.,
