Job Description: At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment. At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office.
Role Overview: The role is responsible for providing a 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 Services Engineer (L1) focuses on first line support for standard and low complexity incidents.
Stakeholder Engagement: Internal: Engage with internal services engineering team, receive instructions, and manage escalation of incidents as necessary following agreed procedures.External: Proactively act as first-line technical support for clients and monitoring platform (including call handling, ticket creation and logging, and the analysis, assignment and escalation thereof).Skills and Attributes: Managed Services: Identifies and resolves technical problems and fulfills requests following agreed procedures.Service Level Management: Proactively monitors and confirms the resolution of incidents or completion of requests such that accurate service level measurements are maintained.Incident Management: Following agreed procedures, identifies, registers and categorizes incidents. Gathers information to enable incident resolution, resolves incidents according to agreed procedures and where necessary promptly allocates incidents to other functions or resolver groups.Configuration Management: Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.Service Request Management: Work effectively as part of a team which may be local or virtual/global.Work Outputs: Monitor operational infrastructure: The MS - Services Engineer (L1) monitors client infrastructure and solutions. In this regard they will respond to monitoring events and perform corrective and/or resolution actions or escalate accordingly and/or log as required.Identify problems and errors: Where required, the MS Services Engineer (L1) will execute approved maintenance activities. These activities could include system patching, system upgrades including software deployment or configuration changes.Ensure resolution of incidents and requests: MS Services Engineers (L1) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
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