Network Engineer

NTT Managed Services Americas, LLC; Texas; Remote; USD 61,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Flexible spending or health savings

Life and AD&D insurance

Short and long term disability

Paid time off

Employee assistance

401k with company match

Additional voluntary or legally‑needed

Job summary

NTT DATA is seeking a remote IT support professional to monitor queues, resolve incidents within SLA, and provide second-level assistance. The role emphasizes client communication, issue analysis, and proactive problem management in a globally distributed team.

Candidates should have a 2-5 year track record in managed services, a Bachelor's in IT/Computing, and CCNP or equivalent certifications. Remote operations include DR planning and extensive collaboration with diverse teams.

Qualifications

• Bachelor's degree in IT/Computing or equivalent.
• CCNP or equivalent certification.
• 2-5 years of relevant experience in managed services.
• Moderate level of managed services experience.

Responsibilities

• Monitors work queues and resolves incidents within SLA.
• Provides second-level support and identifies root causes.
• Documents resolutions and updates tickets.
• Communicates with clients and other teams to extend support.
• Plans and executes maintenance with proper change approvals.
• Supports disaster recovery functions and documents knowledge.
• Escalates tickets to ensure focus from CoE and management.

Skills

Managed services experience

Network troubleshooting

BGP

OSPF

EIGRP

Customer communication

Education

Bachelor's degree in IT/Computing

CCNP or equivalent certification

Tools

ServiceNow

SecureCRT

LogicMonitor

Job description

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive. Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Key Responsibilities

• Proactively monitors the work queues.
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Coaches Service desk and L1 teams for technical and behavioural skills.
• Establishes monitoring for client infrastructure.
• Identifies problems and errors before they impact a client’s service.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyzes incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• 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.
• 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

• 2-5 year experience
• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• CCNP or equivalent certification.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required experience

• Moderate level of relevant managed services experience.
• Moderate level knowledge in ticketing tools preferably Service Now.

Salary

The starting pay range for this remote role is $61,000 - $90,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits that will depend on the nature of the role offered.

Company benefits

• medical, dental, and vision insurance
• flexible spending or health savings account
• life and AD&D insurance
• short and long term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• additional voluntary or legally-required benefits

Workplace type

Remote Working

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.