Key Roles and Responsibilities :Monitors client infrastructure and solutionsIdentifies problems and errors prior to or when they occurRoutinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reductionInvestigates first line incidents assigned and identifies the root cause of incidents and problemsProvides telephonic or chat support to clients when requiredSchedules maintenance activity windows for patching and configuration changesFollows the required handover procedures for shift changes to ensure service continuityReports and escalates incidents where necessaryEnsures the efficient and comprehensive resolutions of incidents and requestsUpdates existing knowledge articles or create new onesIdentifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunitiesMay also contribute to / support on project work as and when requiredMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes :Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic Qualifications and Certifications :Bachelor's degree or equivalent qualification in IT / Computing (or demonstrated equivalent work experience)Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)Relevant certifications include : CCNA or relevant level 1 Network Security certification is good to haveMicrosoft Certified : Azure Administrator AssociateAWS Certified : Solutions Architect AssociateVeeam Certified EngineerVMware certified Professional : Data Centre VirtualizationZerto, pure, vxrailGoogle Cloud Platform (gcp)Oracle Cloud Infrastructure (oci)Required Experience :Entry-level experience with troubleshooting and providing the support required in security / network / data centre / systems / storage administration and monitoring Services within a medium to large ICT organisationBasic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.)Basic knowledge of ITIL processesSkills SummaryAPI Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Firewalls, Infrastructure Deployment, Internet Access, Linux, Local Area Network (LAN), Networking Solutions, Network Support, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP / IP Networking, TroubleshootingWhat will make you a good fit for the role?Workplace type :On-site WorkingOn-site WorkingEqual Opportunity EmployerNTT 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#J-18808-Ljbffr
