Dipost Oleh

NTT Ltd

Nama Pekerjaan: MS Engineer L2

Deskripsi Pekerjaan:
Required Experience:
- Moderate years of relevant managed services experience
- Moderate level knowledge in ticketing tools preferably Service Now

Knowledge, Skills and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plans 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 client 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
- At least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
- Good to have scripting knowledge such as Python, PERL
- Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.
- 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)
- Juniper Certifications
- Meraki Certifications
- MCSA, MCSE, RHEL, VCP
- MS-IIS Server
- Citrix Metaframe
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- Cisco Certified Network Associate - Video (CCNA-VID)
- Cisco Certified Network Associate - Voice (CCNA-V)

Job Description:
- Proactively monitors the work queues
- Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA
- Update tickets with resolution tasks performed
- Identify, Investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner
- Capture all required and relevant information for immediate resolution
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Follow the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
- Work with automation teams for effort optimization and automating routine tasks
- Coach Service Desk and L1 teams for technical and behavioral skills
- Establish monitoring for client infrastructure
- Identify problems and errors before they impact a client’s service
- Lead and manages all initial client escalation for operational issues
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
- Ensures all changes are carried out with proper change approvals
- Plan and execute approved maintenance activities
- Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles
- Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

MINIMUM PENDIDIKAN
Bacheloor Degree

MINIMUM PENGALAMAN
1-3 Years

JAM KERJA
Working Hour (8-17) at office

URGENSI
ASAP

TIPE PEKERJAAN
Full Time