MS Engineer (L2)
At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
Want to be a part of our team?
We are currently looking for a MS Engineer L2 to join our team.
Working at NTT
Monitor operational infrastructure
The MS – Services Engineer (L2) takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA.
Identify problems and errors
The MS – Services Engineer (L2) proactively identifies problems and errors before they impact a client’s service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including client’s IT team, vendors, carriers and necessary Dimension Data functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.
As required, the MS – Services Engineer (L2) will take responsibility receiving calls and incidents at the services desk. They assist in the analysis and resolution or assignment of a ticket.Actively communicates with all internal teams, client or vendor for all troubleshooting tasks, with consistent updates to tickets on the progress and resolution. Resolves most of the incidents, actively seeks support from L3 and SME for major and complex tickets.Leads and manages all initial client escalation for operational issues.
Actively contributes 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.
The MS – Services Engineer (L2) diligently completes the shift handover process by documenting all pending tasks (open tickets) to be completed in next shift and highlights any critical tasks to be focussed on, such as P1 tickets and requests or exceptions.
The MS – Services Engineer (L2) will actively apply knowledge articles for routine activities. Actively contributes in creating and updating knowledge articles. Produces knowledge articles / work instructions for the tasks to be performed by Service Desk & L1 teams to enhance first call resolution rates.
The MS – Services Engineer (L2) Engineer audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort. They plan and execute approved maintenance activities
What will make you a good fit for the role?
·IT degree or demonstrated equivalent work experience
·Any of the following certifications
oCisco Certified Network Associate R&S- (CCNA)
oCisco Certified Network Professional R&S - (CCNP)
oITIL certification (nice to have)
·Experience with F5 – Cisco ASA/Firepower – Fortinet (certification is a plus)
·5-8 years of relevant Managed Services experience
·Strong client service orientation and passion for achieving or exceeding expectations
·Excellent written and verbal communication skills in English and Dutch. French is considered a plus.
Join our growing global team and accelerate your career with us. Apply today.
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.