Ms Security L2

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 Service Delivery Support Engineer (L2) provide 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 Service Delivery Support Engineer (L1) focuses on first line support for standard and low complexity incidents.

**Working at NTT**

**Monitor infrastructure**

**Identify problems and errors**

The Service Delivery Support Engineer (L2) identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.

**Ensure resolution of incidents and requests**

They investigate first line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.

Where necessary, they escalate requests and exceptions to the 2nd line support team.

They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

**Incident management**

When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.

They update incidents with progress and resolution details.

**Shift management**

Service Delivery Support Engineer (L2) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift hand hover schedules.

**Behavioural skills**

Service Delivery Support Engineer (L2) are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. They display a strong client service orientation and strive to meet and exceed SLAs at all times.

Service Delivery Support Engineer (L2) are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations

Their ability to communicate well and to capture all pertinent details when required will contribute to their success.

**What will make you a good fit for the role?**

**Equal Opportunity Employer**

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being **your best self -** in a progressive ‘Connected Working’ environment that pr