MS Engineer (L2)
NTT
Bucharest, Ilfov, Romania
1 zi în urmă

Key Roles and Responsibilities :

  • Proactively monitors the work queues.
  • Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
  • Update tickets with resolution tasks performed
  • Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution

  • 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
  • Execute changes with clear identification of risks and mitigation plans to be captured into the change record
  • Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
  • Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
  • Work with automation teams for effort optimization and automating routine tasks
  • Coach Service Desk and L1 teams for technical and behavioural skills
  • Establish monitoring for client infrastructure
  • Identify problems and errors before they impact a client’s service
  • Lead and manages all initial client escalation for operational issues.
  • Contribute 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

  • Plan and execute approved maintenance activities
  • Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort
  • Knowledge, Skills and Attributes :

  • Ability to communicate and work across different cultures and social groups
  • Ability to plans 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 pressurised 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
  • Academic Qualifications :

  • Diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • Advantageous Certifications :

  • Up to date and relevant ITIL certification
  • At least one mid-Level certification relevant to CoE - Ex CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
  • Good to have scripting knowledge such as Python, PERL
  • Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.
  • Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
  • Cisco Certified Network Associate - Wireless (CCNA-WL)
  • Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
  • Cisco Certified Network Associate - Security (CCNA-SEC)
  • Juniper Certifications
  • Meraki Certifications
  • MCSA, MCSE, RHEL, VCP
  • MS-IIS Server
  • Citrix Metaframe
  • Cisco Certified Network Associate - Data Center (CCNA-DC)
  • Cisco Certified Network Associate - Video (CCNA-VID)
  • Cisco Certified Network Associate - Voice (CCNA-V)
  • Any of the above certifications is a plus. The MS Services Engineer (L2) is expected to gain certifications relevant to services supported.

    Certifications carry additional weightage on candidate’s qualification for the role.

    Required Experience :

  • Moderate years of relevant managed services experience
  • Moderate level knowledge in ticketing tools preferably Service Now
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