Managed Services Engineer P398

Managed Services Engineer P398

21 abr
|
NTT MSC
|
La Coruña

21 abr

NTT MSC

La Coruña

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.



The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.



Want to be a part of our team?





The Service Delivery Support Engineer (L1) provide a service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Service Delivery Support Engineer (L1) focuses on first line support for standard and low complexity incidents.



Working at NTT



Monitor infrastructure



They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.



Identify problems and errors



The Service Delivery Support Engineer (L1) identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.



Ensure resolution of incidents and requests



They investigate first line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.



Where necessary, they escalate requests and exceptions to the 2nd line support team.



They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.



Incident management



When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.



They update incidents with progress and resolution details.



Shift management



Service Delivery Support Engineer (L1) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift hand hover schedules.



Behavioural skills



Service Delivery Support Engineer (L1) are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. They display a strong client service orientation and strive to meet and exceed SLAs at all times.



Service Delivery Support Engineer (L1) are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations



Their ability to communicate well and to capture all pertinent details when required will contribute to their success.



What will make you a good fit for the role?



Standard career level descriptor for job level:





- Develops professional experience

- Applies policy and procedures to solve variety of issues

- Problems are moderate in nature

- Build productive internal and external working relationships

- Receives general instructions on routine work

- Receives detailed instructions on new work

- Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience



Join our growing global team and accelerate your career with us. Apply today.



Equal opportunity employer



NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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