MS Engineer L1 VC support

NTT DATA BUSINESS SOLUTIONS; Hyderabad; On-site; INR 300,000 - 520,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Hyderabad, India, is seeking an entry-level Networking Managed Services Engineer (L1) to ensure client IT infrastructure stays operational. You will identify and resolve incidents, monitor systems, and follow ITIL-aligned procedures for ticketing and fulfillment.

You will also explore optimization and automation opportunities, participate in DR exercises, and contribute to knowledge updates, while working with a diverse client base and cross-functional teams.

Qualifications

• Basic understanding of networking technologies and security appliances.
• Ticket handling using defined SOPs and ITSM processes.
• Stronger planning and organizational skills with the ability to multitask.
• Willingness to learn and adapt to changing environments.
• Strong communication skills and customer focus.
• Ability to work across cultures and teams.
• Bachelor's degree in information technology/computing or equivalent experience.

Responsibilities

• Provide managed services to keep clients' IT infrastructure operational and incidents resolved.
• Monitor client environments, investigate first-line incidents, and follow procedures for request fulfilment.
• Identify optimization opportunities and possible automation for incident resolution and requests.
• Escalate and document learnings; support knowledge management and continuous improvement.

Skills

Pulse Secure SSL VPN

Juniper

Palo Alto

Fortinet Firewalls

Cisco Nexus switches

ASR/ISR routers

Cisco ACS

ISE

Meraki switches

BGP

OSPF

EIGRP

Education

Bachelor's degree in information technology/computing or equivalent experience

Job description

Job Summary

As a Networking Managed Services Engineer (L1) at NTT DATA, you'll step into an entry-level role where your primary focus will be providing managed services to ensure our clients' IT infrastructure and systems remain operational. Your day will involve proactively identifying, investigating, and resolving technical incidents and problems to support your clients effectively.

You'll monitor client infrastructure and solutions, catching errors before or as soon as they occur. Your role will involve investigating first-line incidents, understanding their root causes, and following approved procedures for request fulfilment. Whether it's providing telephonic, ITSM ticket or chat support, executing maintenance activities like patching and configuration changes, or ensuring smooth shift handovers for continuous service, your efforts are all about maintaining high standards of service quality.

You'll also identify opportunities for optimization, whether it's reducing common incidents or finding automation possibilities for request fulfilment, incident resolution, and process improvements. Your role may occasionally extend to supporting project work and disaster recovery functions and tests, contributing to our broader goals and ensuring we're always ahead of the curve.

Throughout your journey with us, you'll ensure that incidents and requests are resolved efficiently and comprehensively, escalating when necessary. You'll also help update existing knowledge or to share valuable insights, ensuring we continuously learn and improve.

Responsibilities

• Provide managed services to ensure clients' IT infrastructure and systems remain operational; proactively identify, investigate, and resolve technical incidents and problems to support clients effectively.
• Monitor client infrastructure and solutions, catching errors before or as soon as they occur; investigate first-line incidents, understand root causes, and follow approved procedures for request fulfilment; provide telephonic, ITSM ticket or chat support; perform maintenance activities like patching and configuration changes; ensure smooth shift handovers for continuous service.
• Identify opportunities for optimization; reduce common incidents and find automation possibilities for request fulfilment, incident resolution, and process improvements; may extend to supporting project work and disaster recovery functions and tests.
• Ensure incidents and requests are resolved efficiently and comprehensively, escalating when necessary; help update existing knowledge or share valuable insights to support continuous learning and improvement.

Requirements

• Basic understanding in technologies such as Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASr and ISr routers, Cisco ACS, ISE, Meraki switches, and common routing protocols like BGP, OSPF, and EIGrP.
• Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sops.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sops.
• Good understanding of using ITSM tools and ITSM processes.
• Strong planning skills, considering possible changes and circumstances.
• A strong work ethic, including the capacity to put in longer hours when necessary.
• Adaptability to changing environments.
• A client-focused approach, creating positive client experiences throughout their journey.
• The aptitude to communicate and work across different cultures and social groups.
• Excellent active listening skills, confirming understanding and seeking relevant information.
• A positive outlook and resilience under pressure.
• A bachelors degree in information technology/computing or equivalent experience.

Workplace type

On-site