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NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

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, 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 necessary

• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

• Ability 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 Professional - Data Center (CCNP-DC)

• Blue Coat Certified Proxy SG Professional

• Cisco Certified Network Professional - Voice (CCNP-V)

Any of the above certifications is a plus. The MS – Services Engineer (L1) is expected to gain certifications relevant to services supported. Certifications carry additional weight on a candidate’s qualification for the role.

Required Experience:

• Entry-level experience or completion of the relevant intern program

• Entry-level experience with troubleshooting and providing the support required in network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.

• Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup, etc)

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

Onsite Support Engineer (L1)

Onsite Support engineer would be deployed at one of the Genpact Site in Philippines in 24*7 shifts and would carry following roles and responsibilities:

• Monitor cases in Ticketing tool queues.

• Receive P4 Incidents, Work Orders or “Task Tickets” in Helpmate.

• Acknowledge and reach out to requester.

• Look into the reported issue/approved work order and address it within agreed SLA’s.

• Update Log notes in ticketing tool.

• Resolve ticket after selecting relevant resolution categories in ticketing tool.

• Incidents and work orders might involve:

• Troubleshooting issues related to Hardware, OS, Standard Office Suite and Browsers.

• Hardware support to Desktops, Laptops, Thin Clients. First level support to Printers, Scanners and Multi-Function Devices.

• Installations, Movement, Transfer, surrender of Desktops/Laptops/ Thin Client, Printers, Scanners, MFP’s and mobile devices like iPads etc.

• Installation of end points to be done as per organization Hardening guidelines through MDT setup.

• Installation, Transfer and removal of business specific applications and their upgrades.

• Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.

• Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)

• Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.

• Provide Hands and Feet support to other IT Teams for any scheduled activities.

• Coordination with Vendor Partner for any issues for warranty and other escalations.

• Installation, troubleshooting of equipment in data center, mux and hub room. This may include physically upgrading internal system components (CPU, RAM, HBA, memory hard drives, fibre cables, copper, and more.

• Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms

• Well versed with Data Centre Hygiene activities (Physical vs environmental controls)

• Change management process awareness and ensure it is followed for all infra changes (Break fix/new installation/decommissioning/upgradation).

• Activation & de-activation of Data & Voice ports and troubleshooting any port related issues

• Physically assist in moving and racking/stacking equipment

• Conducting Physical validation of devices in DC and work with cross functional team to mitigate any single point of failure identified.

• Capturing Sniffer and Ethereal / Wireshark log

• Physical support for Decommissioning and troubleshooting of Voice devices/Voice Gateways/Circuit packs and Phones

• Installation/configuration and movement of different types ( IP, TDM,SIP) of phones on floor

• Maintaining CMDB of phones installed on floor.

• Tracing and laying new cable in DC and MUX room, Cable dressing and ensuring sustenance of same in Hub rooms

Qualification:

• Must be a graduate of any 2-year IT related course or above with 2-3 years of relevant experience in supporting end users, providing Hands and Feet support for Data Centers/Hub Rooms and Telecom Infra in ITES/BPO Industry.

• Strong domain knowledge and technical orientation.

• Knowledge of network and server devices

Soft Skills:

• Customer Service and Problem-Solving attitude.

• Good communications skills in English and local Language.

• Should be able to deliver on tight timelines.

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

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.