MS Services Engineer (L2)

Dimension Data Solutions Limited (Kenya); Petaling Jaya; On-site; MYR 52,000 - 86,000; Full time

Job summary

NTT DATA in Malaysia is seeking a Cross Technology Service Delivery Field Support Engineer (L2) to provide professional second-line remote and onsite technical support. You will manage incidents, perform routine tasks, and work to zero missed SLA conditions, ensuring smooth service delivery for client environments and collaboration ecosystems.

The role requires robust communication, strong problem-solving skills, and the ability to work in a high-pressure, client-facing setting with on-site

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in Data Centre technologies (e.g., Cisco CCNP DC, ONTAP).
• Professional level certification in Networking technologies (Cisco/Juniper/Aruba/F5/CCNP/JNCIP/ACMP).
• Collaboration certifications such as CCNP Collaboration; MS700 & MS720 advantageous; Webex Calling & Webex Contact Centre certification.

Responsibilities

• Ensure client site infrastructure is configured, installed, tested and operational.
• Install and configure software as per client requirements.
• Proactively identify problems and log incidents with required detail.
• Liaise with client IT, carriers and colleagues to expedite diagnosis and resolution.
• Investigate second line support calls and identify root causes using knowledge articles.

Skills

Communication

Verbal & written communication

Under pressure

Customer focus

Active listening

Adaptability

Client-centric

Education

Bachelor's degree in IT/Computing

CCNP DC / ONTAP certification

Networking certifications (Cisco/Juniper/Aruba/F5/CCNP/JNCIP/ACMP)

Collaboration certifications (CCNP Collaboration, MS700/MS720, Webex)

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 Cross Technology Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.

The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

The Cross Technology Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key responsibilities:

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
• Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalates to L3 Field Engineer when unable to resolve within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
• Provides second line remote and onsite technical support to clients.
• Provides second line field engineering services to clients.
• Reports and escalates issues to 3rd party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.

To thrive in this role, you need to have:

• Good communicate skills, both verbal and written.
• Ability to plan activities and projects well in advance and take 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 client 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 in Information Technology or Computing or related field.
• Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
• Collaboration certifications such as - Valid CCNP Collaboration Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; Valid Webex Calling & Webex Contact Centre certification.

Required experience:

• Moderate level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Collaboration technologies.
• Moderate level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.).
• Basic understanding of Network routing and switching.

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 innovatio