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Join NTT DATA as a Security Managed Services Engineer (L1) and be part of a dynamic team focused on maintaining firewall infrastructures and ensuring service level agreements are met. This entry-level role involves troubleshooting, incident management, and client support, with opportunities for project involvement and process optimization. A Bachelor's degree in IT or equivalent experience is required. Immediate start available.
Job Responsibility:
Maintain clients' firewall infrastructures
Ensure Service Level Agreements (SLAs) are met with zero missed conditions
Handle standard and low-complexity incidents and service requests
Monitor client infrastructure and solutions, quickly identifying and investigating problems and errors
Provide telephonic, ITSM ticket or chat support to clients
Schedule maintenance activities like patching and configuration changes
Follow necessary handover procedures for shift changes
Update existing knowledge articles or create new ones
Identify opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and other process improvements
May be involved in implementing and delivering disaster recovery functions and tests
Requirements:
Entry-level experience with troubleshooting and providing support in security, network, DATA centre, systems, or storage administration and monitoring services within a medium to large ICT organization
Working knowledge of ITIL processes
Skills in active listening techniques such as paraphrasing, probing for further relevant information, and refraining from interrupting
Highly disciplined in handling of tickets on day-to-day basis
Good understanding of using ITSM tools
Ability to communicate and work across different cultures and social groups
Capacity to plan activities and projects well in advance, adapting to changing circumstances as needed
Positive outlook and ability to perform well under pressure
Eagerness to work diligently and extend hours when necessary
Client-centric approach, always putting clients at the forefront of interactions
Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience