MS Service Engineer (L1)

NTT DATA, Inc.; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

NTT DATA, Inc. is looking for a Networking Managed Services Engineer (L1) in Mumbai. This entry-level role focuses on providing technical support for clients, ensuring operational efficiency of IT infrastructure. Responsibilities include monitoring client solutions, identifying and resolving incidents, and supporting project work as needed. A bachelor's degree in IT/Computing and relevant certifications are required. This position is on-site, fostering a collaborative work environment and embracing diversity.

Qualifications

• Entry-level role requiring experience with troubleshooting in network/systems administration.
• Ability to maintain a positive outlook and work under pressure.
• Experience with troubleshooting support in medium to large ICT organization.

Responsibilities

• Monitor client infrastructure and solutions.
• Investigate first-line incidents and identify root causes.
• Provide telephonic or chat support to clients as needed.

Skills

Ability to communicate across cultures

Ability to plan activities

Active listening techniques

Client-centric interactions

Education

Bachelor's degree in Information Technology/Computing

CCNA or equivalent certification

Tools

Pulse Secure SSL VPN

Cisco Nexus switches

Fortinet Firewalls

SecureCRT

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

The Networking Managed Services Engineer (L1) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. This role’s primary objective is to ensure zero missed service level agreement (SLA) conditions and focuses on first‑line support for standard and low complexity incidents and service requests. This role may also contribute to or support on project work as needed.

What you’ll be doing

• Monitors client infrastructure and solutions.
• Identifies problems and errors prior to or when they occur.
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• Investigates first‑line incidents assigned and identifies the root cause of incidents and problems.
• Fulfils approved requests following agreed procedures.
• Provides telephonic or chat support to clients when required.
• Executes approved maintenance activities including patching and configuration changes.
• Follows the required handover procedures for shift changes to ensure service continuity.
• Reports and escalates incidents where necessary.
• Ensures the efficient and comprehensive resolutions of incidents and requests.
• Proactively identifies opportunities for work optimization.
• Updates existing knowledge articles or creates new ones.
• May also contribute to or support on project work as needed.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs 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.
• Additional skills proficiency such as (but not limited to):
  • Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP, OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
• CCNA or equivalent certification.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required Experience

• Entry‑level experience or completion of the relevant intern program.
• Entry‑level experience with troubleshooting and providing the support required in 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. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.).

Workplace type

On‑site Working

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.