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Networking Managed Services Engineer
hace 2 meses
Job Summary
Ntt is seeking a highly skilled Networking Managed Services Engineer to join our team. As a key member of our IT infrastructure team, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.
Key Responsibilities
- Proactively monitor work queues and perform operational tasks to resolve incidents and requests in a timely manner.
- Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur.
- 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 and execute changes with clear identification of risks and mitigation plans.
- Follow the shift handover process and escalate all tickets to seek the right focus from CoE and other teams, if needed.
- Work with automation teams for effort optimization and automating routine tasks and coach Service Desk and L1 teams for technical and behavioral skills.
- Establish monitoring for client infrastructure, identify problems and errors before they impact a client's service, and lead and manage all initial client escalation for operational issues.
- Contribute to the change management process, audit and analyze incident and request tickets for quality, and recommend improvements with updates to knowledge articles.
- Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
Requirements
- Strong technical knowledge of IT infrastructure and systems.
- Excellent problem-solving and analytical skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Strong communication and interpersonal skills.
- Experience with automation tools and technologies.
What We Offer
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
