NTT America Solutions, Inc. Hiring for MS Engineer (L1) at Mumbai, India Full Time

Want to be a part of our team?

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.

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.”

Working at NTT

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 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)

What will make you a good fit for the role?