Server Engineer (L2)

NTT DATA, Inc.; Gqeberha; On-site; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

On-site Working

Job summary

NTT DATA, Inc. is seeking a Server Engineer (L2) to provide managed services ensuring client IT infrastructure remains operational. The role focuses on second‑line support across Cloud, Security, Networking and Applications, with proactive monitoring and escalation as needed.

You will work with multiple resolver groups, document changes, and contribute to disaster recovery testing and improvements. On-site at our SA facility, strong vendor coordination is essential.

Qualifications

• Bachelor’s degree or equivalent in IT/Computing.
• Certifications relevant to the services provided (VMware VCP, Veeam, Azure Administrator, MCSE).
• Experience with Windows Server environments and ITIL processes.

Responsibilities

• Proactively monitor work queues and resolve incidents within SLA.
• Provide second‑level support and identify root causes.
• Coordinate with teams and clients; document changes and resolutions.

Skills

Windows Server

ITIL

Vendor management

Ticketing tools

Education

Bachelor’s degree in IT/Computing

Certifications: VMware VCP, Veeam, Azure Administrator, MCSE

Tools

IBM Spectrum Protect

HPE Server hardware

Dell Server hardware

Job description

Make an impact with NTT DATA

Join a company that pushes the boundaries of what is possible. We are renowned for 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 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 proactive monitoring, identifying, investigating and resolving technical incidents and problems, the Server Engineer (L2) restores service to clients. The primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching the service level agreement (SLA). The role focuses on second‑line support for incidents and requests with medium complexity, across two or more technology domains such as Cloud, Security, Networking, Applications and Collaboration, and may also support project work as required.

Key Responsibilities:

• Proactively monitor work queues.
• Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Update tickets with resolution tasks performed.
• Identify, investigate, analyse issues and errors prior to or when they occur, and log all such incidents promptly.
• Capture all required and relevant information for immediate resolution.
• Provide second‑level support to all incidents and requests, identifying the root cause of incidents and problems.
• Communicate with other teams and clients to extend support.
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follow the shift handover process, highlighting key tickets and handing over upcoming critical tasks to the next shift.
• Escalate all tickets to seek the right focus from CoE and other teams; continue escalations to management if needed.
• Work with automation teams for effort optimisation and automating routine tasks.
• Work across various resolver groups (internal and external).
• Identify problems and errors before they impact a client’s service.
• Lead and manage all initial client escalations for operational issues.
• Contribute to the change management process by logging all change requests with complete details for standard and non‑standard changes, including patching and other configuration item changes.
• Ensure all changes are carried out with proper change approvals.
• Plan and execute approved maintenance activities.
• Audit and analyse incident and request tickets for quality and recommend improvements, updating knowledge articles.
• Work on implementing and delivering Disaster Recovery functions and tests.

Knowledge and Attributes:

• Communicate and work across different cultures and social groups.
• Plan activities and projects well in advance, anticipating possible changing circumstances.
• Maintain a positive outlook at work.
• Work well in a pressurised environment.
• Work hard and put in longer hours when necessary.
• Apply active listening techniques such as paraphrasing to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Adapt to changing circumstances.
• 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:

• Minimum 3 years’ experience in a similar role.
• Moderate level experience operating and maintaining Windows Server environments.
• 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 advantageous.

Workplace type: On-site 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.