MS Engineer (L1): CSOC

NTT; Canberra; On-site; 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

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA
As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational. You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests. Your aim? To ensure zero missed service level agreement conditions.

Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur. You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most. Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.

You will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration. Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimization, and supporting project work as needed. Additionally, you will contribute to disaster recovery functions and tests, ensuring our clients’ DATA is safe and sound.

Shift changes are made seamless with your careful handovers, ensuring service continuity. You will report and upscale incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests. With each interaction, you will aim to provide a positive client experience, placing their needs at the forefront of all you do.

To thrive in this role, you need to have:

• Entry-level experience with 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 of tickets on day-to-day basis. Act promptly as per defined Sop’s.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).

Workplace type: Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.