Service Delivery Support Engineer (L1)
NTT DATA, Inc.
Karlsfeld, Bavaria, Germany
Key Roles and Responsibilities :
- 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
- Fulfils approved requests following agreed procedures
- Provides telephonic or chat support to clients when required
- Executes approved maintenance activities including 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
- Proactively identifies opportunities for work optimization
- Updates existing knowledge articles or creates 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
Knowledge, Skills and Attributes :
- 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
- Additional skills proficiency such as :
- Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols : BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor
Academic Qualifications and Certifications :
- Bachelor's degree or equivalent qualification in Information Technology / Computing (or demonstrated equivalent work experience)
- CCNA or equivalent certification
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
Required Experience :
- Entry-level experience or completion of the relevant intern program
- Entry-level experience with troubleshooting and providing the support required in network / data center / systems / storage administration and monitoring Services within a medium to large ICT organization
- Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.)
Vor 9 Tagen