Overview

In this role you will provide frontline managed services to keep client IT infrastructure operational. You will monitor systems, investigate first-line incidents, and resolve issues using approved procedures and knowledge bases. You’ll handle tickets, ITSM interactions, and routine maintenance while ensuring smooth handovers and service quality. You’ll identify optimization opportunities, including automation for requests and incidents, and may support disaster recovery activities. You join a diverse, client-focused team driving reliable, scalable IT delivery.

Responsabilidades

- Provide managed services to keep client IT infrastructure operational
- Monitor client environments and detect issues early
- Investigate and resolve first-line incidents following SOPs
- Handle ITSM tickets, chats, and telephonic support; perform maintenance tasks (patching/config changes)
- Ensure smooth shift handovers and high service quality
- Identify optimization opportunities and potential automation for requests and incidents
- Support project work and disaster recovery tests as needed




- Escalate incidents when necessary and contribute to knowledge updates for continual learning

Requisitos principales

- Fundamental knowledge of networking and security technologies listed
- Disciplined ticket handling and adherence to SOPs
- Ability to resolve multiple tickets using knowledge articles and SOPs
- Strong ITSM process understanding and tooling experience
- Responsible planning and considering changes and contingencies
- Willingness to work long hours when required
- Adaptability to changing environments
- Client-focused approach and cross-cultural communication
- Excellent active listening and information-gathering skills
- Positive, resilient attitude under pressure
- Bachelor’s degree in information technology/computing or equivalent experience

- Client-focused
- Excellent communication and active listening
- Resilience under pressure
- Pulse Secure SSL VPN
- Virtual Juniper
- Palo Alto

📌 Managed Services Engineer - a coruña (La Coruña)
🏢 The Nippon Telegraph And Telephone Corporation (NTT)
📍 La Coruña