Managed Services Engineer |
hace 2 horas
.NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today's 'iNTTerconnected' world, connections matter more now than ever.
By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.Want to be a part of our team?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).Value Chain Linkage Managed Services Operations CentreManaged Services Center of Excellence (CoE)Managed Services TransitionManaged Services Cross Functional ServicesSkills and attributes Managed Services : Identifies and resolves technical problems and fulfills requests following agreed procedures.
Uses appropriate and standard tools and procedures to diagnose and resolve incidents.
Carries out agreed maintenance tasks and fulfills requests as required.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.
Update knowledge articles to reflect new work instructions or procedures.Configuration Management : Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.Service Request ManagementTeamwork : 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
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