Managed Services Engineer (L2)

NTT Limited; Gqeberha; On-site; ZAR 350,000 - 700,000; Full time

Job summary

NTT DATA is hiring a Server Engineer (L2) to provide a managed service that keeps client IT infrastructure operational. You will monitor queues, resolve incidents within SLA, and perform second-line support across multiple domains such as Cloud, Security, Networking, and Applications.

Ideal candidates have at least 3 years in a similar role, strong Windows Server experience, ITIL knowledge, and familiarity with ticketing tools.

Qualifications

• Minimum 3 years of experience in a similar role.
• Moderate experience operating and maintaining Windows Server environments.
• Moderate knowledge of ticketing tools.
• Moderate knowledge of ITIL processes.
• Moderate experience working with vendors/3rd parties.
• Experience with IBM Spectrum Protect (Tivoli).
• Advantageous HP and Dell Server hardware certifications.

Responsibilities

• Proactively monitors work queues and resolves incidents/requests within SLA.
• Updates tickets with resolution tasks and root-cause analyses.
• Provides second level support across multiple domains (Cloud, Security, Networking, Applications).
• Collaborates with CoE and other teams; drives change management and maintenance tasks.
• Assists with Disaster Recovery functions and tests when required.

Skills

Windows Server

ITIL processes

Ticketing tools

Vendor management

Cross-domain awareness

Education

Bachelor's degree in IT/Computing or equivalent

Tools

VMware Certified Professional: Data Centre Virtualization

Veeam Certified Engineer

Microsoft Certified: Azure Administrator Associate

MCSE

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.

The Server Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Server Engineer (L2) is able to restore 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). The Server Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc. This role 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, analyses issues and errors prior to or when they occur, and logs 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.
• Ability to work across various other resolver groups (internal and external).
• 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.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.

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.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role). Relevant certifications include (but not limited to) - VMware Certified Professional: Data Centre Virtualization, Veeam Certified Engineer, Microsoft Certified: Azure Administrator Associate, MCSE.

Required Experience

• Minium 3 years' experience in a similar role.
• Moderate level experience to operate and maintain windows server environment.
• Moderate level knowledge in ticketing tools.
• Moderate level working knowledge of ITIL processes.
• Moderate level experience working with vendors and/or 3rd parties.
• IBM Spectrum Protect (Tivoli)
• Advantageous HPE and Dell Server hardware - Certifications

Workplace type: On-site Working

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.

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.