IT Infrastructure Support Specialist
hace 1 mes
**About NTT DATA**
We are a leading provider of IT services, renowned for our technical excellence and innovative approach. Our workplace values diversity and inclusion, providing an environment where you can grow, belong, and thrive.
**The Role**
The Networking Managed Services Engineer is a developing engineering position responsible for delivering a managed service to clients, ensuring their IT infrastructure remains operational. The primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreements (SLAs). This role focuses on second-line support for incidents and requests with a medium level of complexity.
**Key Responsibilities**
- Proactively monitor work queues to identify potential issues before they impact clients.
- Perform operational tasks to resolve incidents/requests in a timely manner and within agreed SLAs.
- Update tickets with resolution tasks performed and identify root causes of incidents/problems.
- Communicate with other teams and clients to extend support and escalate tickets when necessary.
- Execute changes with clear identification of risks and mitigation plans, capturing details into change records.
- Foster collaboration with automation teams to optimize effort and automate routine tasks.
- Coach Service Desk and L1 teams on technical and behavioral skills.
- Establish monitoring for client infrastructure and lead initial client escalations for operational issues.
- Contribute to the change management process by logging all change requests with complete details.
- Audit and analyze incident/request tickets for quality and recommend improvements to knowledge articles.
**Compensation**
This position offers a competitive salary of $85,000 - $110,000 per annum, depending on experience and qualifications. We also offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
**Requirements**
To be successful in this role, you will require:
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work effectively in a team environment.
- Experience with IT infrastructure and network management.
- Knowledge of ITIL processes and procedures.
**Benefits**
At NTT DATA, we value our employees' well-being and provide a range of benefits to support their physical and mental health, including access to fitness classes, employee assistance programs, and flexible work arrangements.
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