MS Engineer (L2)

  • Company:
    NTT Ltd.
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 days ago
  • Category:

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential. The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential. 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 We are looking for a level 2 Desktop Engineer to join our team in Dunedin. You are an expert in desktop troubleshooting, with a focus on desktop operating systems and supporting applications to resolve complex issues. NOTE: You Must be NZ Resident or Citizen to apply for this role You Must have a valid Full NZ Drivers License Domestic traveling will be required 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, analyze 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 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 behavioral skills 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 analyze 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 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey What will make you a good fit for the role? Academic Qualifications: Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) Advantageous Certifications: Up to date and relevant ITIL certification Scripting knowledge such as Python, PowerShell Cisco Certified Network Associate – Routing and Switching (CCNA-R/S) Cisco Certified Network Associate – Wireless (CCNA-WL) MCSA, MCSE Azure certification 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 At least 2 years experience in a service desk role Experience in the support of Windows 10 desktop enterprise environment Experience in using deployment tools such as SCCM Experience in creating and changing group policies Experience with Office 365 and Exchange Online Endpoint protection products such as SEP and Defender Excellent verbal and written communication skills are essential A basic understanding of ITILv3 framework and principles PowerShell experience is a bonus