Cross Technology Managed Services Engineer

4 weeks ago

Port Elizabeth, Eastern Cape, South Africa NTT Full time
Make a Difference with NTT DATA

At NTT DATA, we're pushing the boundaries of what's possible. Our team is renowned for technical excellence and leading innovations, making a difference to our clients and society. Our workplace values diversity and inclusion, providing a platform for growth, belonging, and thriving.

Your Role at NTT DATA

The Managed Services Cross Technology Engineer (L1) is an entry-level engineering position, responsible for delivering managed services to clients. This role ensures that clients' IT infrastructure and systems remain operational by proactively identifying, investigating, and resolving technical incidents and problems. The primary objective is to maintain zero missed service level agreement conditions.

This role focuses on first-line support for standard and low-complexity incidents and service requests, spanning two or more technology domains, such as Cloud, Security, Networking, Applications, and Collaboration.

Key Responsibilities:
  • Monitor 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.
  • Provide telephonic or chat support to clients when required.
  • Schedule maintenance activity windows for 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.
  • 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.
  • May also contribute to or support on project work as and when required.
  • May work on implementing and delivering Disaster Recovery functions and tests.
  • Perform any other related task as required.

Knowledge 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 and Certifications:
  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
  • Relevant certifications include, but are not limited to: CCNA or relevant level 1 Network Security, Microsoft Certified, Azure Administrator Associate, AWS Certified, Solutions Architect Associate, Veeam Certified Engineer, VMware certified Professional: Data Centre Virtualization, Zerto, pure, vxrail, Google Cloud Platform (gcp), Oracle Cloud Infrastructure (oci)

Required Experience:
  • Entry-level experience with troubleshooting and providing the support required in security / network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
  • Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.).
  • Basic knowledge of ITIL processes.

Workplace Type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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