Want to be a part of our team?

　　The MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

　　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:

　　Monitors client infrastructure and solutions

　　Identify problems and errors prior to or when they occur

　　Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction

　　Investigate first line incidents assigned and identify the root cause of incidents and problems

　　Fulfil approved requests following agreed procedures

　　Provide telephonic or chat support to clients when required

　　Execute approved maintenance activities including patching and configuration changes

　　Follow the required handover procedures for shift changes to ensure service continuity

　　Report and escalate incidents where necessary

　　Ensure the efficient and comprehensive resolutions of incidents and requests

　　Proactively identify opportunities for work optimisation

　　Update existing knowledge articles or create new ones

　　Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.

　　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 (Foundation Level)

　　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)

　　Check Point Certified Security Administrator (CCSA)

　　Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)

　　VMware Certified Professional vSphere

　　IP, WINS, DHCP, DNC, etc

　　MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist

　　MS-Active Directory

　　MS-Windows Server

　　MS-Windows XP Professional

　　MS-Windows Terminal Server

　　MS-Exchange Server

　　MS-SQL Server

　　MS-IIS Server

　　Citrix Metaframe

　　Switches and Routers

　　SonicWall Firewalls and SSL VPN Security Appliances

　　Cisco Firewalls and Routers

　　Cisco Certified Network Associate - Data Center (CCNA-DC)

　　MCSA+VCP, RHCE or equivalent

　　Cisco Certified Network Associate - Video (CCNA-VID)

　　Cisco Certified Network Associate - Voice (CCNA-V)

　　Additional certifications

　　Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)

　　Cisco Certified Network Professional - Wireless (CCNP-W)

　　Cisco Certified Network Professional - Security

　　Check Point Certified Security Expert (CCSE)

　　Certified Partner SE - Security

　　Cisco Certified Network Professional - Data Center (CCNP-DC)

　　Blue Coat Certified Proxy SG Professional

　　Cisco Certified Network Professional - Voice (CCNP-V)

　　Any of the above certifications is a plus. The MS – Services Engineer (L1) is expected to gain certifications relevant to services supported. Certifications carry additional weight on candidate’s qualification for the role.

　　Required Experience:

　　Entry level experience or completion of relevant intern program

　　Entry level experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation.

　　Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc)

　　What will make you a good fit for the role?

　　A. Maintain computer system of Client

　　Troubleshoot for computer issues and resolve hardware and software concerns

　　Setup, install/reinstall systems and applications, and reformat drives when necessary

　　Repair/replace damaged effective hardware and test for proper operations

　　Cleanup drives from viruses and unauthorized software

　　Migrate data from older or damaged computers to replacement units

　　Make recommendations for repair, upgrade, replacement or disposal of IT Assets

　　Upgrade IT asset records for changes in system and condition of units

　　B. Provide support to other computer peripherals

　　Printer connectivity and troubleshooting

　　Keyboard, mouse, UPS, monitors and cables repair/replacement

　　Networking devices (switches, bridges radios, access points, etc.) installations

　　Cabling for small networks (<48nodes)

　　C. Preventive Maintenance of computers

　　Check hardware integrity (Hard drives, power supply, etc.)

　　Physical cleanup and inspection (tidy-up)

　　D. Assist (Systems and Network) Administrators for special IT operation

　　E. Report anomalies, system abnormalities and non-compliance to IT Management and assist in investigations of such IT needed.

　　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

　　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!