Cross Technology Managed Services Engineer (L2)

Ntt Ltd.; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading technology services provider in KwaZulu-Natal seeks a Cross Technology Managed Services Engineer (L2) to maintain IT infrastructure. You will proactively manage incidents and collaborate with teams to ensure quality service and support. Ideal candidates will have experience in managed services and familiarity with ticketing tools like ServiceNow. A Bachelor’s degree in IT or equivalent experience is required. Join the team to enhance service delivery in a dynamic environment.

Qualifications

• Experience in managing cross-technology infrastructure is required.
• Knowledge of ServiceNow or similar ticketing tools is essential.
• Familiarity with ITIL processes and vendor interaction is necessary.

Responsibilities

• Maintain clients' IT infrastructure by proactively monitoring systems.
• Address incidents and requests ensuring adherence to SLAs.
• Collaborate closely with teams to provide second-level support.

Skills

Moderate-level experience in managed services roles

Knowledge of ticketing tools, preferably ServiceNow

Familiarity with ITIL processes

Ability to communicate effectively

Proficiency in planning activities

Positive outlook and ability to work under pressure

Education

Bachelor's degree in IT / Computing or equivalent work experience

Job description

Job title: Cross Technology Managed Services Engineer (L2)

Job Location: KwaZulu-Natal, Durban (Deadline: December 28)

Your day at NTT DATA

As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems.

Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.

You’ll be the go-to person to restore services and ensure our clients' satisfaction.

Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken.

By identifying, analysing, and logging issues before they escalate, you’ll be instrumental in maintaining service quality.

You’ll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.

You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation.

Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency.

Additionally, you’ll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.

Working within our diverse and inclusive environment, you will help drive the optimization of efforts by working with automation teams and supporting L1 Engineers.

Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.

Qualifications

• Moderate-level experience in managed services roles handling cross‑technology infrastructure.
• Knowledge of ticketing tools, preferably ServiceNow.
• Familiarity with ITIL processes and experience working with vendors and third parties.
• Proficiency in planning activities and projects, taking changing circumstances into account.
• Ability to work longer hours when necessary and adapt to changing circumstances with ease.
• Proven ability to communicate effectively and work across different cultures and social groups.
• Positive outlook and ability to work well under pressure.
• Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.
• Bachelor's degree in IT / Computing or equivalent work experience.