Managed Services Engineer

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. Ask our recruitment team if this is a hybrid role.

**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.**Working at NTT**

**Stakeholder engagement**:

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Internal**: engage with internal services engineering team, receive instructions, and manage escalation of incidents as necessary following agreed procedures.
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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 Centre
- Managed Services Center of Excellence (CoE)
- Managed Services Transition
- Managed Services Cross Functional Services

**Skills and attributes**:**Managed Services**:
Identifies and resolves technical problems and fulfils requests following agreed procedures. Uses appropriate and standard tools and procedures to diagnose and resolve incidents. Carries out agreed maintenance tasks and fulfils 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 categorises 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 Management**:
**Teamwork**:
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 escalated accordingly and/or log as required.

**Identify problems and errors**:
The MS - Services Engineer (L1) identifies problems and errors prior to or when they occur by monitoring the system. He or she will log all such incidents in a timely manner with the required level of detail 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. The MS - Services Engineer (L1) will routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction. This could include identification of problematic systems in a client environment or regular times certain incidents occur. They will either identify potential solutions for reduction/avoidance or seek assistance from L2+ team members or other functional teams. MS Service Engineer (L1) also flags any repeat incidents or service requests for automation.

**Incident management**

**Execute approved maintenance activities**:
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. Taking direction from their team leader or senior team members, they will execute the maintenance activities assigned to them. This will include familiarising themselves with the work instructions, ensuring the change record is approved, executing the activities according to work instructions, executing any exceptions or errors to senior team members and updating the change record to indicate the completion time and status.

**Ensure resolution of incidents and requests**:
**Shift handover**:
MS - Services Engineers (L1) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They comple