MS Service Engineer (L1)

nttlimited; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

NTT DATA in India is seeking an entry-level Networking Managed Services Engineer (L1) to monitor client infrastructure, identify incidents early, and restore services with first-line support. You will work on standard and low-complexity requests, following established procedures, and collaborate with global teams on incident resolution.

This on-site role in Mumbai involves contributing to project work, maintaining knowledge articles, and pursuing certifications like CCNA to strengthen expertise

Qualifications

• Bachelor's degree in Information Technology/Computing (or demonstrated equivalent work experience).
• CCNA or equivalent certification.
• Certifications relevant to services provided (carrying weight).

Responsibilities

• Monitor client infrastructure and solutions.
• Identify problems and errors prior to or when they occur.
• Resolve first-line incidents and requests with established procedures.
• Provide telephonic or chat support to clients when required.
• Execute approved maintenance activities including patching and configuration changes.
• Update knowledge articles and create new ones.

Skills

Networking basics

Troubleshooting

Incident management

Customer communication

Cross-cultural collaboration

Education

Bachelor's degree in IT/Computing

CCNA certification

Tools

SecureCRT

Logic Monitor

Pulse Secure SSL VPN

Cisco Nexus switches

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 has the 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 / support on project work as and when required.

What you'll be doing

Key Responsibilities:

• 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.


• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, 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.


• 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

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our s