MS Engineer L2

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society. Our workplace embraces diversity and inclusion its a place where you can grow belong and thrive.

Your day at NTT DATA

Provides technical support to field engineers technicians and product support personnel who are diagnosing troubleshooting repairing and debugging complex electro/mechanical equipment computer systems complex software or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

Provides support to customers/users where the product is highly technical or sophisticated in nature.

What youll be doing

The MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities as well as product reviews operational improvements operational practices and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions .The MS Engineer s responsible for managing tickets of low to high complexity.

Key Roles and Responsibilities:

• Ensure that assigned infrastructure at the client site is configured installed tested and operational
• Perform necessary checks apply monitoring tools and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Assist in analyzing assigning and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
• Proactively identify opportunities for work optimization including opportunities for automation of work

Knowledge Skills and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan 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 pressurized 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 clients at the forefront of all interactions understanding their requirements and creating a positive client experience throughout the total client journey

Academic Qualifications

• Advanced diploma degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Required Experience:

• Demonstrated work experience
• Demonstrated experience required in Engineering function within a medium to large ICT organization
• Demonstrated experience of Managed Services
• Demonstrated working knowledge of ITIL processes
• Demonstrated experience working with vendors and/or 3rd parties

Workplace type:

About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting data and artificial intelligence industry solutions as well as the development implementation and management of applications infrastructure and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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 colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1