IT Infrastructure Support Specialist
2 weeks ago
Company Overview:
NTT DATA is a leading global innovator of business and technology services, serving 75% of the Fortune Global 100. We are committed to helping clients innovate, optimize, and transform for long-term success.
About the Role:
This is an entry-level engineering role in our Managed Services team, providing support for clients' IT infrastructure and systems. As a Managed Services Cross Technology Engineer (L1), you will be responsible for proactively identifying, investigating, and resolving technical incidents and problems.
Salary: $60,000 - $80,000 per year
Job Description:
The primary objective of this role is to ensure zero missed service level agreement conditions. You will focus on first-line support for standard and low complexity incidents and service requests, across two or more technology domains such as Cloud, Security, Networking, Applications, and/or 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/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
Required Skills and Qualifications:
- 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 which are considered desirable (but 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)
Workplace Type: Hybrid Working
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