MS Engineer

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the MS Engineer (L2) are able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity.

Radford reference:

"Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set."

What you'll be doing

Key Roles and Responsibilities:
Proactively monitors the work queues.
Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
Update tickets with resolution tasks performed
Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Communicate with other teams and clients for extending support
Execute changes with clear identification of risks and mitigation plans to be captured into the change record
Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
Work with automation teams for effort optimization and automating routine tasks
Coach Service Desk and L1 teams for technical and behavioural skills
Establish monitoring for client infrastructure
Identify problems and errors before they impact a clientâs service
Lead and manages all initial client escalation for operational issues.
Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
Plan and execute approved maintenance activities
Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

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
At least one mid-Level certification relevant to CoE - Ex â CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
Good to have scripting knowledge such as Python, PERL
Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.
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)
Juniper Certifications
Meraki Certifications
MCSA, MCSE, RHEL, VCP
MS-IIS Server
Citrix Metaframe
Cisco Certified Network Associate - Data Center (CCNA-DC)
Cisco Certified Network Associate - Video (CCNA-VID)
Cisco Certified Network Associate - Voice (CCNA-V)

Any of the above certifications is a plus. The MS â Services Engineer (L2) is expected to gain certifications relevant to services supported. Certifications carry additional weightage on candidateâs qualification for the role.

Required Experience:
Moderate years of relevant managed services experience
Moderate level knowledge in ticketing tools preferably Service Now

#ownyourfuture

What would make you a good fit for this role?

As an L2 Managed Service Engineer, you will be a key team player in a global service desk providing a managed service to clients to ensure that their Unified Communications & Modern Workplace systems remain operational. Your primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). Our L2 Managed Service Engineers focus on second line support for incidents and requests with a medium level of complexity.

Experience of performing an engineering role managing Skype for Business & Microsoft Teams is required, alongside the broader M365 portfolio.

Reporting To Service Desk Manager in UK

Main Duties

Participating in a Global Service Desk Team working on a 4x4 working pattern, your duties will include:

• Delivering exceptional operational support to a global customer base using Companyâs ITIL
• framework
• Impact assessment, analysis and resolution or escalation of events generated from multiple monitoring platforms
• Fulfilling Standard Service Requests by applying attention to detail while following agreed processes
• Complete standard service requests within agreed SLA
• Manage events and alerts generated by Microsoft SCOM
• Champion continual service improvement initiatives (including creation and maintenance of technical support processes) throughout Service Operations
• Resolving technical incidents and problems
• Support and promotion of a knowledge sharing culture. Effectively communicate details of complex incidents to internal and external stakeholders using both written and verbal communication
• Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
• Adhering to Companyâs information security framework
• Resolving Incidents and Requests raised by our customers within agreed SLAs
• Handling telephone calls from customers, vendors, and other 3rd parties
• Assisting the Incident Management team by owning relevant priority tickets through to resolution, performing communications to internal and external stake holders, chasing suppliers, and escalating as appropriate
• Follow documented processes to provision and modify user accounts, SfB & Teams application functionality and services
• Supporting and performing Change activities such as post-implementation testing
• Performing server and application maintenance activities
• Supporting 3rd line engineers with our core services â M365 suite & services

Ideal background to the resource â

You will be passionate about IT, committed to growing your skills and you will possess good knowledge of ITIL best practice, Microsoft Teams, Microsoft Server and enterprise applications, and Information security best practices. You will bring to the role the following traits:

Essential

• Critical thinking
• Decision making
• Attention to detail

Knowledge sharing

• Excellent written and verbal English language proficiency, able to work across different cultures
• Delivering results in high pressure work environments
• Demonstrable service culture focus
• Supported UC technologies including Lync / SfB
• Proven management of support requests and incidents using the ITIL framework
• Complex Problem solving and troubleshooting skills and experience
• Willingness to cross skill in different technologies and platforms
• Ability to prepare quality written correspondence, and internal and external-facing documentation
• Troubleshooting failed Backups using Data Protection Manager
• Troubleshooting Azure user

Desirable â

• Troubleshooting AudioCodes gateways
• MTA/MCSA Certification
• ITIL Certification
• Administering and troubleshooting Teams Direct Routing and Teams Managed

Services

• Moderate level knowledge in ticketing tools preferably Cherwell
• Computing Degree
• Strong background in technical support with a focus on Microsoft
• Microsoft SharePoint administration
• Exchange on premise and O365 administration

Screening process

Successful Candidates will be subject to satisfactory clearances these include:

• Identity check
• Employment History
• Nationality and Immigration Status
• Criminal Record check

Working hours

• 24 Hours Shift Rotation
• Employee is required to follow UK business hour during the training period

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

• Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

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