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　　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

　　Skills Summary

　　Cisco Routers and Switches, Data Networking, IP Routing, Local Area Network (LAN), Routing Protocols, Wireless Local Area Network (WLAN), Wireless Networks

　　What will make you a good fit for the role?

　　Remote Type :

　　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!