Service Delivery Field Support engineer (L1)

NTT India Private Limited; Kolkata District; On-site; INR 300,000 - 540,000; Full time

Job summary

NTT DATA is seeking an entry-level Networking Managed Services Engineer (L1) in India. You will provide managed services to keep IT infrastructure operational, monitor systems, and resolve incidents using SOPs and knowledge articles.

The role includes patching, configurations, and manual testing, with opportunities to contribute to automation and disaster recovery activities. You will work on-site in Kolkata, handling tickets and collaborating across cultures, with a focus on delivering

Qualifications

• Basic understanding of network technologies and security devices.
• Familiarity with ITSM ticketing and incident management processes.
• Ability to follow SOPs and use knowledge articles.
• Willingness to work on-site and longer hours if needed.

Responsibilities

• Monitor client infrastructure and solutions to identify incidents.
• Investigate first-line incidents and determine root causes.
• Resolve incidents and requests following approved procedures (telephonic, ITSM, chat).
• Perform maintenance activities like patching and configuration changes.
• Ensure smooth shift handovers and quality service delivery.
• Identify optimization opportunities and potential automation.
• Contribute to disaster recovery tests and project work when required.

Skills

ITSM processes

Ticket handling

Client-focused

Adaptability

Communication

Education

Bachelor's degree in information technology/computing

Tools

Pulse Secure SSL VPN

Juniper

Palo Alto

Fortinet Firewalls

Cisco Nexus switches

ASR/ISR routers

Cisco ACS/ISE

Meraki 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

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 our 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.

To thrive in this role, you need to have:

• 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 Sop’s.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
• 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 bachelor’s degree in information technology/computing or equivalent experience.

Workplace type: On-site Working

About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 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.