Job Description

Want to be a 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.\' Working at NTT 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 management 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 MCSA, MCSE, RHEL, VCP 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 #ownyourfuture What will make you a good fit for the role As an L2 Managed Service Engineer, you will be a key team player in a global service desk providing a managed service to clients to ensure that their Unified Communications & Modern Workplace systems remain operational. Your primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). Our L2 Managed Service Engineers focus on second line support for incidents and requests with a medium level of complexity. Experience of performing an engineering role managing Skype for Business & Microsoft Teams is required, alongside the broader M365 portfolio. Reporting To Service Desk Manager in UK Main Duties Participating in a Global Service Desk Team working on a 4x4 working pattern, your duties will include: Delivering exceptional operational support to a global customer base using Company\'s ITIL framework Impact assessment, analysis and resolution or escalation of events generated from multiple monitoring platforms Fulfilling Standard Service Requests by applying attention to detail while following agreed processes Complete standard service requests within agreed SLA Manage events and alerts generated by Microsoft SCOM Champion continual service improvement initiatives (including creation and maintenance of technical support processes) throughout Service Operations Resolving technical incidents and problems Support and promotion of a knowledge sharing culture. Effectively communicate details of complex incidents to internal and external stakeholders using both written and verbal communication 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 Adhering to Company\'s information security framework Resolving Incidents and Requests raised by our customers within agreed SLAs Handling telephone calls from customers, vendors, and other 3rd parties Assisting the Incident Management team by owning relevant priority tickets through to resolution, performing communications to internal and external stake holders, chasing suppliers, and escalating as appropriate Follow documented processes to provision and modify user accounts, SfB & Teams application functionality and services Supporting and performing Change activities such as post-implementation testing Performing server and application maintenance activities Supporting 3rd line engineers with our core services - M365 suite & services Ideal background to the resource - You will be passionate about IT, committed to growing your skills and you will possess good knowledge of ITIL best practice, Microsoft Teams, Microsoft Server and enterprise applications, and Information security best practices. You will bring to the role the following traits: Essential Critical thinking Decision making Attention to detail Knowledge sharing Excellent written and verbal English language proficiency, able to work across different cultures Delivering results in high pressure work environments Demonstrable service culture focus Supported UC technologies including Lync / SfB Proven management of support requests and incidents using the ITIL framework Complex Problem solving and troubleshooting skills and experience Willingness to cross skill in different technologies and platforms Ability to prepare quality written correspondence, and internal and external-facing documentation Troubleshooting failed Backups using Data Protection Manager Troubleshooting Azure user Desirable - Troubleshooting AudioCodes gateways MTA/MCSA Certification ITIL Certification Administering and troubleshooting Teams Direct Routing and Teams Managed Services Moderate level knowledge in ticketing tools preferably Cherwell Computing Degree Strong background in technical support with a focus on Microsoft Microsoft SharePoint administration Exchange on premise and O365 administration Screening process Successful Candidates will be subject to satisfactory clearances these include: Identity check Employment History Nationality and Immigration Status Criminal Record check Working hours 24 Hours Shift Rotation Employee is required to follow UK business hour during the training period Equal Opportunity Employer NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

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