Network Engineer

NTT Ltd.; United States; Remote; USD 61,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid time off

Employee assistance program

Life and AD&D insurance

Job summary

NTT DATA is seeking a Network Engineer to provide managed services for client IT infrastructures, focusing on second-line support and proactive incident resolution to meet SLA targets. The role involves monitoring queues, logging incidents, and coordinating with CoE and automation teams.

The ideal candidate will have 2–5 years of experience, a IT/Computing degree, CCNP or equivalent, and relevant certifications. Remote working with comprehensive benefits is offered.

Qualifications

• 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)

Responsibilities

• Proactively monitors the work queues.
• Performs operational tasks to resolve incidents/requests in a timely manner and within the SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and logs incidents promptly.
• Provides second level support to all incidents and identifies root causes.
• Communicates with other teams and clients for extending support.
• Executes changes with risk identification and mitigation plans in change record.
• Follows shift handover and highlights key tickets for next shift.
• Escalates tickets to CoE and other teams as needed.
• Works with automation teams for task optimization and automation of routine tasks.
• Coaches Service desk and L1 teams for technical and behavioural skills.
• Establishes monitoring for client infrastructure and identifies problems before impact.
• Leads and manages initial client escalation for operational issues.
• Contributes to change management with complete details for standard/non-standard changes.
• Plans and executes approved maintenance activities.
• Audits incident tickets and proposes improvements with knowledge updates.
• Produces trend analyses for automation opportunities and ticket reduction.
• May contribute to project work and disaster recovery tasks.

Skills

Network monitoring

Incident handling

Second‑line support

Change management

Automation collaboration

Coaching

Communication across cultures

Troubleshooting

Customer service mindset

Education

Bachelor’s degree in IT/Computing

CCNP or equivalent certification

Certifications relevant to services provided

Tools

Pulse Secure SSL VPN

Cisco Nexus switches

ASR/ISR routers

Cisco ACS and ISE

Meraki switches/access points

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 Network Engineer is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity.

The Network Engineer may also contribute to / support on project work as and when required.

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 analyses 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.
• Additional skills proficiency such as (but not limited to) -
• 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.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. 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 may include 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, and additional voluntary or legally-required benefits.

Workplace type:

Remote 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. Join our growing global team and accelerate your career with us.