Senior Technical Support Engineer-5

nttlimited; Mumbai; On-site; INR 420,000 - 540,000; Full time

Job summary

NTT DATA in Mumbai is seeking an entry level Managed Services Cross Technology Engineer (L1) to ensure operational IT infrastructure and services. You will handle first-line support across Cloud, Security, Networking, and Applications, aiming to meet zero missed SLAs.

You’ll contribute to incident resolution, patch management, and potential project work, with opportunities to learn in a diverse global team and a fast-moving environment.

Qualifications

• Bachelor's degree or equivalent in IT/Computing or demonstrated equivalent work experience.
• Certifications relevant to the services provided are desirable (CCNA, Azure Administrator, AWS SA, etc.).
• Basic familiarity with ITIL concepts is beneficial.

Responsibilities

• Monitors client infrastructure and solutions.
• Identifies problems and errors before or as they occur.
• Provides first-line support via telephonic or chat channels.
• Coordinates patching and configuration changes.
• Ensures knowledge articles are updated and opportunities for automation are explored.

Skills

Communication skills

Incident management

Customer support

Patch management

Disaster recovery

Education

Bachelor's in IT / Computing

Tools

CCNA

Azure Administrator

AWS Solutions Architect

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 Managed Services Cross Technology 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.

The primary objective of this role is to ensure zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration.

The Managed Services Cross Technology Engineer (L1) 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.
• Provides telephonic or chat support to clients when required.
• Schedules maintenance activity windows for 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.
• Updates existing knowledge articles or create 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.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
• Relevant certifications include which are considered desirable (but not limited to): CCNA or relevant level 1 Network Security
• Microsoft Certified, Azure Administrator Associate
• AWS Certified, Solutions Architect Associate
• Veeam Certified Engineer
• VMware certified Professional: Data Centre Virtualization
• Zerto, pure, vxrail
• Google Cloud Platform (gcp)
• Oracle Cloud Infrastructure (oci)

Required Experience

• Entry-level experience with troubleshooting and providing the support required in security / 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. Security, Network, Data Centre, Telephony, etc.).
• Basic knowledge of ITIL processes.

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 services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the developm