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MS Engineer (L2)

Location: Mumbai
Company: NTT America Solutions, Inc.
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MS Engineer (L2)
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you'll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies - who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You'll be part of a team who's passionate about making a difference to the way technology shapes how we live and work - whether it's protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You'll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we'll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.
Want to be part of our team?
MS Engineer (L2) is 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 MS Engineer (L2) are able to restore service to clients. Their primary
objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve
them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second line support for
incidents and requests with medium level of complexity.
Radford reference:
"Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of
applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database
or utilities software. Plans, conducts and directs the analysis of business problems with automated systems
solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs,
acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the
development, testing, evaluation or design of system or infrastructure architecture used throughout the IT
solution set."
What you'll be doing
Key Roles and Responsibilities:
Proactively monitors the work queues.
Perform operational tasks to resolve all incidents / requests in a timely manner and within 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 in a timely
manner. Capture all required and relevant information for immediate resolution
Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Communicate with other teams and clients for extending support
Execute changes with clear identification of risks and mitigation plans to be captured into the change record
Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming
critical tasks to be carried out in the next shift
Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to
Work with automation teams for effort optimization and automating routine tasks
Coach Service Desk and L1 teams for technical and behavioural skills
Establish monitoring for client infrastructure
Identify problems and errors before they impact a client's service
Lead and manages all initial client escalation for operational issues.
Contribute 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
Plan and execute approved maintenance activities
Audit and analyse incident and request tickets for quality and recommends improvements with updates to
knowledge articles.
Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and
optimization of effort
Knowledge, Skills and Attributes:
Ability to communicate and work across different cultures and social groups
Ability to plans 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive
client experience throughout the total client journey
Academic Qualifications:
Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Advantageous Certifications:
Up to date and relevant ITIL certification
At least one mid-Level certification relevant to CoE - Ex - CCNP for networks, MSCE for Windows Server Data
Center CoE (Add MCS and MCSfM certs in this section)
Good to have scripting knowledge such as Python, PERL
Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.
Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
Cisco Certified Network Associate - Wireless (CCNA-WL)
Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
Cisco Certified Network Associate - Security (CCNA-SEC)
Juniper Certifications
Meraki Certifications
MS-IIS Server
Citrix Metaframe
Cisco Certified Network Associate - Data Center (CCNA-DC)
Cisco Certified Network Associate - Video (CCNA-VID)
Cisco Certified Network Associate - Voice (CCNA-V)
Any of the above certifications is a plus. The MS - Services Engineer (L2) is expected to gain certifications
relevant to services supported. Certifications carry additional weightage on candidate's qualification for the role.
Required Experience:
Moderate years of relevant managed services experience
Moderate level knowledge in ticketing tools preferably Service Now
What would make you a good fit for this role?
Standard career level descriptor for job level:
•Develops professional experience
•Applies policy and procedures to solve variety of issues
•Problems are moderate in nature
•Build productive internal and external working relationships
•Receives general instructions on routine work
•Receives detailed instructions on new work
•Typically needs a Bachelor's or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience
Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
We are 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, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!
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