At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.**Want to be a part of our team?**Analyzes, installs, acquires, modifies, and supports operating systems, databases, 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 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 restoring 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.**Key Roles and Responsibilities**:- Monitors client infrastructure and solutions- Identify problems and errors prior to or when they occur- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction- Investigate first line incidents assigned and identify the root cause of incidents and problems- Fulfill approved requests following agreed procedures- Provide telephonic or chat support to clients when required- Execute approved maintenance activities including patching and configuration changes- Follow the required handover procedures for shift changes to ensure service continuity- Report and escalate incidents where necessary- Ensure the efficient and comprehensive resolutions of incidents and requests- Proactively identify opportunities for work optimization- Update existing knowledge articles or create new ones- Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.**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 necessaryAbility 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**Academic Qualifications**- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)**Advantageous certifications**:- Up to date and relevant ITIL certification (Foundation Level)- 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)- Check Point Certified Security Administrator (CCSA)- Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)- VMware Certified Professional vSphere- IP, WINS, DHCP, DNC, etc- MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist- MS-Active Directory- MS-Windows Server- MS-Windows XP Professional- MS-Windows Terminal Server- MS-Exchange Server- MS-SQL Server- MS-IIS Server- Citrix Metaframe- Switches and Routers- SonicWall Firewalls and SSL VPN Security Appliances- Cisco Firewalls and Routers- Cisco Certified Network Associate - Data Center (CCNA-DC)- MCSA+VCP, RHCE, or equivalent- Cisco Certified Network Associate - Video (CCNA-VID)- Cisco Certified Network Associate - Voice (CCNA-V)**Additional certifications**- Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)- Cisco Certified Network Professional - Wireless (CCNP-W)- Cisco Certified Network Professional - Security- Check Point Certified Security Expert (CCSE)- Certified Partner SE - Security- Cisco Certified Network Prof
