Are you looking for a role where you are appreciated, valued and respected? Do you want to work in an environment based on teamwork and camaraderie?
We believe the MS Engineer role was created for you. Please read through and apply!
MS 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 MS 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).
The MS Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity.
Performs IT functions such as design, analysis, evaluation, testing, debugging, and implementation of applications programs supporting the company infrastructure business processes and operations and / or network-based (cloud) product systems.
Analyzes, installs, acquires, modifies, and supports operating systems, database, or utilities software. Plans, conducts, and directs the analysis of business problems with automated systems solutions.
Analyzes, designs, acquires, and implements projects for LAN and / or WAN systems. Plans, designs, acquires, and implements telecommunications voice / wire systems.
At higher job levels, may contribute to the development, testing, evaluation, or design of system or infrastructure architecture used throughout the IT solution set.
Key Roles and Responsibilities :
Proactively monitors the work queues.
Perform operational tasks to resolve all incidents / requests in a timely manner and within the agreed SLA.
Update tickets with resolution tasks performed
Identify, Investigate, analyze 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 handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift
Escalate all tickets to seek the 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 behavioral skills
Establish monitoring for client infrastructure
Identify problems and errors before they impact a client’s service
Lead and manage 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 analyze 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 a reduction in tickets and optimization of effort
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)
NTT is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of NTT.
NTT reserves the right not to make an appointment to the post as advertised
