Hybrid IT Services Engineer (L1) - Cross-Tech Support

NTT; Canberra; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

NTT DATA is seeking an entry-to-mid level Cross Technology Managed Services Engineer (L1) to be the first contact for clients, ensuring IT infrastructure remains operational. You will resolve standard incidents, perform patching and config changes, and support multiple domains including Cloud, Security, Networking and Apps.

Based in Canberra, this hybrid role emphasizes ticket discipline, knowledge article updates, and delivering a positive client experience while maintaining SLA commitments.

Qualifications

• Entry-level to mid-level troubleshooting and support in security, network, data centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling tickets on a day-to-day basis; act promptly per SOPs.
• Use Knowledge articles or SOPs to resolve tickets where possible.
• Good understanding of using ITSM tools.
• Ability to plan activities and projects in advance and adapt to changing circumstances.
• Client-centric approach, ensuring a positive experience for clients.

Responsibilities

• Monitor client infrastructure and services to identify and resolve incidents and requests.
• Provide first-line support via phone, ITSM ticketing, or chat; aim for zero SLA misses.
• Perform maintenance activities such as patching and configuration changes.
• Work across multiple technology domains (Cloud, Security, Networking, Apps, Collaboration).
• Update knowledge articles or create new ones; seek work optimization opportunities.
• Support disaster recovery activities and tests to protect client data.
• Ensure smooth handovers and effective reporting for incidents and escalations.

Skills

Troubleshooting

Security

Networking

Data Centre

ITIL processes

ITSM tools

Ticket handling

Planning & coordination

Customer empathy

Active listening

Education

Bachelor's degree in IT or Computing

Tools

ITSM tools

Job description

NTT DATA is seeking an entry-to-mid level Cross Technology Managed Services Engineer (L1) to be the first contact for clients, ensuring IT infrastructure remains operational. You will resolve standard incidents, perform patching and config changes, and support multiple domains including Cloud, Security, Networking and Apps.

Based in Canberra, this hybrid role emphasizes ticket discipline, knowledge article updates, and delivering a positive client experience while maintaining SLA commitments.