IT Operations L1 – Service Desk / NOC | English B2+ Mandatory

NTT DATA Europe & Latam; Lima Metropolitana; Presencial; PEN 69.000 - 116.000; Jornada completa

Descripción de la vacante

NTT DATA is hiring an IT Operations L1 Specialist to join our IT operations team as the first point of operational resolution for incidents and service requests. You will log, diagnose, and resolve incidents and escalate when needed.

English B2+ is mandatory and non-negotiable. You will communicate confidently during calls and incident bridges, using ITSM platforms such as ServiceNow, Jira, and Remedy in a high-volume environment.

Formación

• English B2+ is mandatory.
• Strong communication and customer orientation.
• Ability to diagnose and resolve incidents end-to-end.
• Experience with ITSM tools such as ServiceNow, Jira or Remedy.

Responsabilidades

• Log, diagnose, and resolve incidents and service requests end-to-end.
• Perform initial troubleshooting across Windows, Linux, IBM iSeries/AS400, apps, connectivity and infrastructure.
• Escalate to L2/L3 when required with evidence and prior troubleshooting.

Conocimientos

English communication

Customer orientation

Problem solving

Ownership

Educación

Technical degree in IT/Systems Engineering/CS

Herramientas

ServiceNow

Jira

Remedy

Descripción del empleo

We’re Hiring | IT Operations L1 – Service Desk / NOC | English B2+ Mandatory

At NTT DATA, we are looking for an IT Operations L1 Specialist to join our IT operations team and act as the first point of operational resolution for incidents, events, and service requests.

This role goes beyond simply logging tickets. We are looking for someone who can diagnose, troubleshoot, resolve incidents within their scope, follow incidents end-to-end, and elevate effectively to L2/L3 when required.

English B2 or higher is MANDATORY and NON-NEGOTIABLE.

Candidates must be able to communicate confidently in English during calls, technical discussions, and incident bridges.

Experience: 1–3 years

What will you do?

• Manage incidents and service requests end-to-end: registration, categorization, prioritization, initial diagnosis, resolution, follow-up, escalation, and closure.
• Perform initial troubleshooting across Windows, Linux, IBM iSeries/AS400, applications, connectivity, services, and infrastructure.
• Resolve incidents at first contact whenever procedures, access, and authorization allow it (FCR).
• Work with ServiceNow, Jira, Remedy, or similar ITSM platforms.
• Handle calls, emails, chats, tickets, and other support channels in high-volume environments.
• Work according to SLA, OLA and operational KPIs, including FCR, backlog, aging, AHT, ASA and CSAT.
• Escalate incidents to L2/L3, vendors, or Major Incident teams, providing clear evidence and previous troubleshooting.
• Provide remote support involving VPN, RDP, SSH, credentials, MFA, Active Directory/Entra ID, corporate applications, and workstations.
• Perform basic operational validations across Cloud, databases, middleware and monitoring platforms.
• Use knowledge bases, runbooks, scripts, workflows and approved automation to accelerate incident resolution.
• Participate in the evolution toward AI-assisted IT Operations, using copilots and automated diagnostics while maintaining human validation and operational risk control.

What are we looking for?

• Technical degree or university education in Systems Engineering, IT, Computer Science, or related fields.
• 1–3 years of experience in Service Desk, Help Desk, N1/N1.5 Support, IT Call Center, or NOC environments.
• Practical understanding of ITIL / ITSM incident and request management.
• Experience troubleshooting Windows and/or Linux environments.
• Knowledge of ticketing tools such as ServiceNow, Jira, Remedy, or similar.
• Understanding of SLA, prioritization, escalation, FCR, and incident lifecycle management.
• Strong communication, customer orientation, ownership, documentation, and problem-solving skills.
• English B2+ – mandatory and non-negotiable.
• A plus: Basic scripting with PowerShell, Shell or Batch, IBM iSeries/AS400, Control-M, WebLogic, Kafka, Cloud environments, automation tools, runbooks, or AI-assisted IT Operations.