NTT America Solutions, Inc. Hiring for MS Engineer (L2) at Bangalore, India Full Time

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• Job Description

The MS Engineer (L2) 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 (L2) focuses on first-line support for standard and low complexity incidents and service requests.

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

· 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.

What will make you a good fit for the role?

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

Technical Skills

• Windows Servers – 2008, 2012, 2012 R2, 2016, 2019.

• Active Directory, DNS, DHCP, Group policies.

• Domain, Forest, Domain Controllers.

• Vmware Vsphere, vcenter,

• Failover clustering, NPS, Windows Certificate Management, SCCM, SCOM.

• Logic Monitor, Windows Performance tools.

• Windows Server manager, Windows Features & Services, IIS.

• Powershell scripting, Azure, AWS, Json scripting.

• Outlook, Windows 10 + 11 OS, RSA, Checkpoint, Ciscoanyconnect, MS Word, Excel.

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)

• MCSA/MCSE, VCP, RHCE or equivalent.

• VMware Certified Professional vSphere

• MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist

• Citrix Metaframe

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)

• Additional Job Description

Standard career level descriptor for job level:

•Develops professional experience

•Applies policy and procedures to solve variety of issues

•Problems are moderate in nature

•Build productive internal and external working relationships

•Receives general instructions on routine work

•Receives detailed instructions on new work

•Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience