Managed Services Engineer

Madrid, Community of Madrid, es
Company: NTT Ltd.
Category: Computer and Mathematical Occupations
Published on 2021-08-03 10:04:08
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 MS Engineer (L1) is responsible for providing a managed 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 MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests. Radford reference: "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." Working at NTT The Managed Services Engineer (L1) is responsible for providing 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. This position is located on our customer’s premises and consists in monitoring of infrastructure and telecommunications in accordance with SLAs and underlying service expectation set out between us and our customer. What do we expect from you? - Engineering studies with complementary training in network and security environments. - Minimum networking knowledge similar to the CCNA Certification. - Mandatory: High level spoken and written in Spanish, English and French to develop and work daily in teams in an international team. - Availability to work shifts 24/7 onsite. What will be your mission? General Take up phone calls Manage e-mails Call up remote and local teams for on-site interventions Incident Management Handle incidents in accordance with SLAs Follow up and resolve L1/L2 user incidents in accordance with SLAs Escalate complex incidents to L2/L3 teams Network and Security Infrastructure Monitoring Proactively acknowledge alarms using monitoring tools (Spectrum / Centreon / Akips / Splunk…) Send major outage alerts to our stakeholders as well as IT teams Follow up and resolve incidents with external providers Acknowledge security alerts and perform underlying corrective actions Service Continuous Improvement Participate in the team’s continuous improvement around technical and functional processes as well as help improve customer’s satisfaction Communicate and collaborate closely with the teams, help and support your colleagues. And it would also be fantastic: Illusion to work in an international environment. Ability to identify and propose technical improvements. Sense of responsibility. Ability to prioritize and have good time management skills. Excellent skills in dealing with customers and users. That you have a high degree of empathy. Sense of anticipation and proactivity. What can you expect from us? You will be part of a developing and growing company, where technology and innovation come together through the people who make it up. You will share projects with gurus of the most cutting-edge technologies, what is better than learning and sharing knowledge with the best? If you are already certified, better than best to put into play everything you have learned. If you are not, we invite you to do it from the moment you join the company and the limit is set by you. You will enjoy a great work environment. 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

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