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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 Managed Services Cross Technology Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

Windows Servers 2003, 2008, 2012 2016

Windows patching

VMware

Failover cluster

AD

DNS

DHCP

Disc adds, Storage adds etc.

Altiris patching tool - good to have

Azure, O365 - good to have.

Hardware Knowledge - good to have

Migration experience on P2V, storage - good to have

Updated JD:

Essential Functions:

•Microsoft server side support tickets through our ticket queue system that have gone through our Help Desk support 1-3 tiers

•Support and administration of Microsoft Windows Server, versions 2000, 2003, 2008, 2012 and 2016

•Support and administration of Microsoft Exchange, versions 2000, 2003, 2007, 2010

•Support and administration of Microsoft SQL Server, versions 2000, 2005, 2008

•Support and administration of Microsoft Active Directory environments, DNS, DHCP

•Support and administration of Microsoft Server Clustering and SQL Clustering

Migration knowledge for P2V, Storage etc

•Troubleshooting and maintenance of all above mentioned Microsoft Enterprise level products

•Knowledge and troubleshooting capability with multiple high availability solutions

•Continuous proactive maintenance, auditing, and monitoring of our customers Microsoft environments

•Basic troubleshooting of Citrix systems and end user issues

•Following thorough Change Management processes and documentation

•Following thorough Root Cause Analysis processes and documentation

•After hours oncall weekly rotations throughout the team

•Business hours ticket queue owner and handling weekly rotation

•Working with other infrastructure teams as well as non-infrastructure teams throughout organization on tasks

•Implementing server hardening/security best practices

•Server performance/capacity planning

•Troubleshooting supported end user application server issues

•Responsible for maintaining supported customer applications that may require modifications to work in a client server environment

•Responsible for all tuning, monitoring and performance recommendations of the Microsoft systems

•Thorough environment documentation

Team Focus:

•Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.

•Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.

•Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions.

•Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions.

•Keeps track of lessons learned and shares those lessons with team members.

•Mitigates team conflict and communication problems; provides information that insures interest and understanding.

•Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.

•Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24's values and culture.

Working at NTT

Windows Servers 2003, 2008, 2012 2016

Windows patching

VMware

Failover cluster

AD

DNS

DHCP

Disc adds, Storage adds etc.

Altiris patching tool - good to have

Azure, O365 - good to have.

Hardware Knowledge - good to have

Migration experience on P2V, storage - good to have

Updated JD:

Essential Functions:

•Microsoft server side support tickets through our ticket queue system that have gone through our Help Desk support 1-3 tiers

•Support and administration of Microsoft Windows Server, versions 2000, 2003, 2008, 2012 and 2016

•Support and administration of Microsoft Exchange, versions 2000, 2003, 2007, 2010

•Support and administration of Microsoft SQL Server, versions 2000, 2005, 2008

•Support and administration of Microsoft Active Directory environments, DNS, DHCP

•Support and administration of Microsoft Server Clustering and SQL Clustering

Migration knowledge for P2V, Storage etc

•Troubleshooting and maintenance of all above mentioned Microsoft Enterprise level products

•Knowledge and troubleshooting capability with multiple high availability solutions

•Continuous proactive maintenance, auditing, and monitoring of our customers Microsoft environments

•Basic troubleshooting of Citrix systems and end user issues

•Following thorough Change Management processes and documentation

•Following thorough Root Cause Analysis processes and documentation

•After hours oncall weekly rotations throughout the team

•Business hours ticket queue owner and handling weekly rotation

•Working with other infrastructure teams as well as non-infrastructure teams throughout organization on tasks

•Implementing server hardening/security best practices

•Server performance/capacity planning

•Troubleshooting supported end user application server issues

•Responsible for maintaining supported customer applications that may require modifications to work in a client server environment

•Responsible for all tuning, monitoring and performance recommendations of the Microsoft systems

•Thorough environment documentation

Team Focus:

•Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.

•Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.

•Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions.

•Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions.

•Keeps track of lessons learned and shares those lessons with team members.

•Mitigates team conflict and communication problems; provides information that insures interest and understanding.

•Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.

•Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24's values and culture.

Key Roles and Responsibilities:

• Proactively monitors the work queues

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

• Updates tickets with resolution tasks performed

• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner

• Captures all required and relevant information for immediate resolution

• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems

• Communicates with other teams and clients for extending support

• Executes changes with clear identification of risks and mitigation plans to be captured into the change record

• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift

• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management

• Works with automation teams for effort optimization and automating routine tasks

• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc

• Identifies problems and errors before they impact a client’s service

• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting

• Leads and manages all initial client escalation for operational issues

• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items

• Ensures all changes are carried out with proper change approvals

• Plans and executes approved maintenance activities

• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles

• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

• May also contribute to / support on project work as and when required

• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups

• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances

• Ability to maintain a positive outlook at work

• Ability to work well in a pressurized environment

• Ability to work hard and put in longer hours when it is necessary

• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

• Ability to adapt to changing circumstances

• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)

• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

• Relevant certifications include:

• CCNP or equivalent certification

• CCNA certification in must, CCNP in Security or PCNSE certification is good to have

• Microsoft Certified: Azure Administrator Associate

• AWS Certified: Solutions Architect Associate

• Veeam Certified Engineer

• VMware certified Professional: Data Centre Virtualization

• Zerto, pure, vxrail

• Google Cloud Platform (gcp)

• Oracle Cloud Infrastructure (oci)

• SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4

• SAP Technology Consultant

• SAP Certified Technology Associate - SAP HANA 2.0

• Oracle Cloud Infrastructure Architect Professional

• IBM Certified System Administrator - WebSphere Application Server Network

Required Experience:

• Moderate level years of relevant managed services experience handling cross technology infrastructure

• Moderate level knowledge in ticketing tools preferably Service Now

• Moderate level working knowledge of ITIL processes

• Moderate level experience working with vendors and/or 3rd parties

Skills Summary

Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting

Workplace type :

On-site Working

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

Join our growing global team and accelerate your career with us. Apply today.

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 promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.