Cross Technology Managed Services Engineer (L1)
NTT Corporation
- Johannesburg, Gauteng
- Permanent
- Full-time
- Monitors client infrastructure and solutions
- Identifies problems and errors prior to or when they occur
- Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigates first line incidents assigned and identifies the root cause of incidents and problems
- Provides telephonic or chat support to clients when required
- Schedules maintenance activity windows for patching and configuration changes
- Follows the required handover procedures for shift changes to ensure service continuity
- Reports and escalates incidents where necessary
- Ensures the efficient and comprehensive resolutions of incidents and requests
- Updates existing knowledge articles or create new ones
- Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
- May also contribute to / support on project work as and when required
- May work on implementing and delivering Disaster Recovery functions and tests
- 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
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
- Relevant certifications include:
- A+ Certification
- N+ Certification
- Microsoft Suite (OS, Office, OneDrive, Teams)
- Entry-level experience with troubleshooting and providing end-user support required in services within a medium to large ICT organisation
- Basic knowledge of SLA management (Incident resolution and Request fulfilmen
- Basic knowledge of ITIL V4 processes