MS Engineer (L1)

Job Description

Working at NTTKey Roles and Responsibilities:Monitors client infrastructure and solutionsIdentify problems and errors prior to or when they occurRoutinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reductionInvestigate first line incidents assigned and identify the root cause of incidents and problemsFulfil approved requests following agreed proceduresProvide telephonic or chat support to clients when requiredExecute approved maintenance activities including patching and configuration changesFollow the required handover procedures for shift changes to ensure service continuityReport and escalate incidents where necessaryEnsure the efficient and comprehensive resolutions of incidents and requestsProactively identify opportunities for work optimisationUpdate existing knowledge articles or create new onesIdentify 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 groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyAcademic QualificationsDiploma, 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 vSphereIP, WINS, DHCP, DNC, etcMS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-AssistMS-Active DirectoryMS-Windows ServerMS-Windows XP ProfessionalMS-Windows Terminal ServerMS-Exchange ServerMS-SQL ServerMS-IIS ServerCitrix MetaframeSwitches and RoutersSonicWall Firewalls and SSL VPN Security AppliancesCisco Firewalls and RoutersCisco Certified Network Associate - Data Center (CCNA-DC)MCSAVCP, RHCE or equivalentCisco Certified Network Associate - Video (CCNA-VID)Cisco Certified Network Associate - Voice (CCNA-V)Additional certificationsCisco Certified Network Professional - Routing and Switching (CCNP-R/S)Cisco Certified Network Professional - Wireless (CCNP-W)Cisco Certified Network Professional - SecurityCheck Point Certified Security Expert (CCSE)Certified Partner SE - SecurityCisco Certified Network Professional - Data Center (CCNP-DC)Blue Coat Certified Proxy SG ProfessionalCisco 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 programEntry 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 Key Roles and Responsibilities:Monitors client infrastructure and solutionsIdentify problems and errors prior to or when they occurRoutinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reductionInvestigate first line incidents assigned and identify the root cause of incidents and problemsFulfil approved requests following agreed proceduresProvide telephonic or chat support to clients when requiredExecute approved maintenance activities including patching and configuration changesFollow the required handover procedures for shift changes to ensure service continuityReport and escalate incidents where necessaryEnsure the efficient and comprehensive resolutions of incidents and requestsProactively identify opportunities for work optimisationUpdate existing knowledge articles or create new onesIdentify 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 groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyAcademic QualificationsDiploma, 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 vSphereIP, WINS, DHCP, DNC, etcMS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-AssistMS-Active DirectoryMS-Windows ServerMS-Windows XP ProfessionalMS-Windows Terminal ServerMS-Exchange ServerMS-SQL ServerMS-IIS ServerCitrix MetaframeSwitches and RoutersSonicWall Firewalls and SSL VPN Security AppliancesCisco Firewalls and RoutersCisco Certified Network Associate - Data Center (CCNA-DC)MCSAVCP, RHCE or equivalentCisco Certified Network Associate - Video (CCNA-VID)Cisco Certified Network Associate - Voice (CCNA-V)Additional certificationsCisco Certified Network Professional - Routing and Switching (CCNP-R/S)Cisco Certified Network Professional - Wireless (CCNP-W)Cisco Certified Network Professional - SecurityCheck Point Certified Security Expert (CCSE)Certified Partner SE - SecurityCisco Certified Network Professional - Data Center (CCNP-DC)Blue Coat Certified Proxy SG ProfessionalCisco 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 programEntry 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),

Keyskills :
symantec backup execsymantec endpoint protectionssl vpnms outlookroot causedata centerbackup execservice levelsymantec backupsystem recoverywan optimization