NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today\xe2\x80\x99s \xe2\x80\x98iNTTerconnected\xe2\x80\x99 world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world\xe2\x80\x99s most significant technological, business and societal challenges. With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team? MS Engineer - Japanese-speaker(L2) is responsible for providing managed services 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 - Japanese-speaker(L2) should be 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 - Japanese-speaker(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." Working at NTT Key Roles and Responsibilities:

• Proactively monitors the work queues and client infrastructure
• 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
• Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA & update tickets with resolution tasks performed
• 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
• Work with automation teams for effort optimization and automating routine tasks
• Coach Service Desk and L1 teams for technical and behavioural skills
• 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
• Audit & 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 apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
• Ability to adapt to changing circumstances

Academic Qualifications:

• Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• Fluency in Japanese language (speaking, writing, reading)

• For Japanese native, beginner level of English is acceptable
• For local/ non-native Japanese speaker, Japanese Language Proficiency Test (JLPT) minimum N2 level required

Required Experience:

• Moderate years of relevant managed services experience
• Moderate years of IT technical helpdesk/ customer service experience
• Moderate level knowledge in ticketing tools (preferably ServiceNow but not a must)

Advantageous Certifications:

Any of below certifications is a plus, not mandatory.

The MS Engineer \xe2\x80\x93 Japanese-speaker (L2) is expected to gain certifications relevant to services supported.

Certifications carry additional weightage on candidate\xe2\x80\x99s qualification for the role.

• Up-to-date and relevant ITIL certification
• At least one mid-level certification relevant to CoE; e.g CCNP for networks, MSCE for Windows Server Data Center CoE
• Good-to-have: scripting knowledge such as Python, PERL
• Good-to-have: cross technology skills e.g Windows server L2 along with UNIX or Storage skills
• Juniper or Meraki Certifications
• MCSA, MCSE, RHEL, VCP, MS-IIS Server certification
• Citrix Metaframe

• Cisco certifications:

- Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)/ Security (CCNA-SEC)/ Wireless (CCNA-WL)

- Cisco Certified Network Associate - Data Center (CCNA-DC)/ Video (CCNA-VID)/ Voice (CCNA-V)

- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)

What will make you a good fit for the role?
Join our growing global team and accelerate your career with us. Apply today.








A career at NTT means:

• Being part of a global pioneer \xe2\x80\x93 where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
• Being at the forefront of cutting-edge technology \xe2\x80\x93 backed with a 150-year heritage of using technology for good. With 40% of the world\xe2\x80\x99s internet traffic running on our network and where Emoji were first invented, you can be proud of the group\xe2\x80\x99s many new \xe2\x80\x98firsts\xe2\x80\x99.
• Making a difference \xe2\x80\x93 by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
• Being your best self \xe2\x80\x93 in a progressive \xe2\x80\x98Connected Working\xe2\x80\x99 environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
• Having ongoing opportunities to own and develop your career \xe2\x80\x93 with a personal and professional development plan and access to the broadest learning offerings in the industry.