NTT America Solutions, Inc. Hiring for MS Engineer at Noida, India Full Time

Want to be a part of our team?

The Service Delivery Support Engineer (L1) provide 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 Service Delivery Support Engineer (L1) focuses on first line support for standard and low complexity incidents.

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, databases, 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.

Working at NTT

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 restoring 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.

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

• Fulfill 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 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.

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 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 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)

• 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 a candidate’s qualification for the role.

Required Experience:

• Entry-level experience or completion of the relevant intern program

• Entry-level experience with troubleshooting and providing the support required in network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.

• Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup, etc)

What will make you a good fit for the role?

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

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!