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Managed Services Server Engineer

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NTT DATA

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Location:
South Africa , Port Elizabeth

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Managed Services Server Engineer (L3) is a developing engineering role, 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 Server Engineer (L3) is able to restore service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The Managed Services Server Engineer (L3) focuses on third-line support for incidents and requests with a medium level of complexity and 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.

Job Responsibility:

  • 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 third 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
  • 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 groups (internal and external)
  • Identifies problems and errors before they impact a client’s service
  • 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
  • May also contribute to / support on project work as and when required
  • May work on implementing and delivering Disaster Recovery functions and tests

Requirements:

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  • 5 years+ experience in server enterprise environment
  • Advanced level experience to operate and maintain windows server environment
  • Moderate level knowledge in ticketing tools
  • Moderate level working knowledge of ITIL processes
  • Moderate level experience working with vendors and/or 3rd parties
  • Advanced level experience with SCCM
  • Advanced level experience with VMware Aria / VROPS
  • Advanced level experience troubleshooting and event management
  • 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

Nice to have:

  • IBM Spectrum Protect (Tivoli) Advantageous
  • HPE and Dell Server hardware – Certifications Advantageous
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
  • Relevant certifications include (but not limited to) – VMware Certified Professional: Data Centre Virtualization
  • Veeam Certified Engineer
  • Microsoft Certified: Azure Administrator Associate
  • MCSE

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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