- Proactively monitors the work queues
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
- Updates tickets with resolution tasks performed
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
- Captures all required and relevant information for immediate resolution
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
- Communicates with other teams and clients for extending support
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
- Works with automation teams for effort optimization and automating routine tasks
- Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc
- Identifies problems and errors before they impact a client's service
- Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting
- Leads and manages all initial client escalation for operational issues
- Contributes 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
- Plans and executes approved maintenance activities
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
- May also contribute to / support on project work as and when required
- May work on implementing and delivering Disaster Recovery functions and tests
- 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
- 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:
- CCNP or equivalent certification
- CCNA certification in must, CCNP in Security or PCNSE certification is good to have
- Microsoft Certified: Azure Administrator Associate
- AWS Certified: Solutions Architect Associate
- Veeam Certified Engineer
- VMware certified Professional: Data Centre Virtualization
- Zerto, pure, vxrail
- Google Cloud Platform (gcp)
- Oracle Cloud Infrastructure (oci)
- SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4
- SAP Technology Consultant
- SAP Certified Technology Associate - SAP HANA 2.0
- Oracle Cloud Infrastructure Architect Professional
- IBM Certified System Administrator - WebSphere Application Server Network
- Moderate level years of relevant managed services experience handling cross technology infrastructure
- Moderate level knowledge in ticketing tools preferably Service Now
- Moderate level working knowledge of ITIL processes
- Moderate level experience working with vendors and/or 3rd parties
- 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.
-
Technical Support Analyst
3 days ago
DigiCert, Inc. Durban, South Africaat DigiCert · Durban · ABOUT DIGICERT · We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire inter ...
-
Technical Support Analyst
1 week ago
DigiCert, Inc. Durban, South Africa**Technical Support Analyst (Spanish Speaker)**: at DigiCert · Durban · **ABOUT DIGICERT** · We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud prov ...
-
Infrastructure Solutions Architect
1 week ago
Mr Price Group Durban, South AfricaOur new Infrastructure Architect will plan, design, and create architecture framework to drive our business forward · **what we're looking for?** · - Some one with an IT or Business Degree · - Your career journey has been one where you've been in the Infrastructure game for at le ...
-
Senior IT Support Technician
1 week ago
Shoreability Durban, South Africa**Job Title: Senior Support Technician** · We are a leading Managed Service Provider (MSP) seeking a highly skilled Level 3 Service Desk Agent. We provide innovative technology and solutions to our clients and are looking for a professional who shares our passion for technology a ...
-
Senior IT Support Technician
5 days ago
Shoreability Durban, South Africa**Job Title: Senior Support Technician** · We are a leading Managed Service Provider (MSP) seeking a highly skilled Level 2 Service Desk Agent. We provide innovative technology and solutions to our clients and are looking for a professional who shares our passion for technology a ...
-
Senior IT Support Technician
1 week ago
Shoreability Durban, South Africa**Job Title: Senior Support Technician** · We are a leading Managed Service Provider (MSP) seeking a highly skilled Level 3 Service Desk Agent. We provide innovative technology and solutions to our clients and are looking for a professional who shares our passion for technology a ...
-
IT Support Manager
1 week ago
Esteem Recruitment Durban, South AfricaIT Support Manager · **Summary** · You will need to have an in-depth understanding of Microsoft technologies, especially SharePoint and Office 365. You will be the escalation point for issues and risks so should be confident in your abilities, and calm under pressure. You will al ...
-
Senior IT Technician
1 week ago
A5 Group Holdings Durban, South AfricaWe are looking for a qualified Senior IT **Technician** that will join a multi-cultural company that is in the retail sector who will be responsible for technical support to maintain the organizations computer systems, both hardware and software and other peripheral equipment to ...
-
Contracts Manager
1 day ago
SGS Durban, South Africa**Company Description** · - A Contracts Manager is responsible to ensure all financial targets are met. · - A Contracts Manager is responsible to complete and submit tenders for the responsible region and maintain a healthy work-pipeline. · - A Contracts Manager is responsible to ...
-
Senior Network Administrator
1 week ago
South African Medical Research Council (MRC) Durban, South Africa**INFORMATION TECHNOLOGY SERVICES DIVISION** · **(Office Bound - Durban Office)** · The South African Medical Research Council (SAMRC) strives to improve the nation's health and quality of life by funding and conducting relevant and leading health research. It further aims to pro ...
-
Systems Coordinator
4 days ago
Adcorp Durban, South AfricaThe Systems administrator is responsible for the upkeep, configuration and reliable · operation of computer systems especially multi-user computers such as servers. · IT SUPPORT · - Collect and issue equipment; · - Investigate missing/damaged equipment; · - Configure scanners bot ...
-
IT Infrastructure Operations Manager
1 week ago
Tower Group Durban, South AfricaObjectives · - Overall responsibility for the day-to-day operational monitoring and support of the company's IT infrastructure and technical services · - Management and development of the operations team, supervising their work to ensure that it is of highest standard and that th ...
-
Team Leader
1 week ago
Aloecrest Health Durban, South AfricaThe role demands an experienced Senior SQL Developer / Programmer that will be responsible to oversee all data management and development aspects of the CEM platform, as well as act as the Team Lead across its associated projects, including documentation, timelines, staff and ven ...
-
Learning Specialist
2 days ago
edX Bootcamps Instructional Engagement (Internal posts ONLY) Durban, South AfricaedX, part of 2U Inc., works with respected universities and organizations to deliver innovative, skills-based training to a community of over 45 million learners around the world to support them at every stage of their lives and careers. edX delivers boot camps through an immersi ...
-
Head of Maintenance
3 days ago
Tower Group Durban, South Africa**Head of Maintenance** · **Reports To**: · The Head of Maintenance is pegged at Senior Management level and will report to the Operations Director · **People who report to the Head Maintenance**: · The following departments report to the Head Maintenance. · - Mechanical (which i ...
-
Senior Application Support Analyst
4 days ago
BET Software Durban, South Africa**We Want You**: · **You Bring**: · - Matric · - Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma). · - A minimum of 3+ years of experience in an Application Support environment. · - Minimum 1-year experience with databases. · - Minimu ...
-
IT Support Technician
4 days ago
Global Network Systems Westville, South AfricaA managed IT services company is looking for a passionate IT Systems/Support Engineer with experience in the industry. We maintain on-premise infrastructures and our private cloud. The engineer will be required to do both remote support and on-site work depending of the needs of ...
-
IT Technician
1 day ago
IT Anywhere KZN Umhlanga, South Africa**key responsibilities** · - Be accountable for effecting remote and onsite IT support to all internal and external stakeholders, in the recording and resolution of all IT support tickets logged and/or calls taken. · - Provide technical support and knowledge in terms of hardware, ...
-
Service/help Desk Analyst
4 days ago
ebullient recruitment Ballito, South AfricaSERVICE DESK/HELP DESK ANALYST - 2nd LINE · BALLITO. OPEN TO ALL RACES. R20KPM NEG. ENGLISH FIRST LANGUAGE ESSENTIAL. · UK Based most trusted provider of ICT Support and infrastructure services to schools and other educational organisations is looking to employ 2nd line service d ...
-
Engineering Integration Designer
5 days ago
JeloCorp Durban, South AfricaOur client within the Railway sector is currently seeking a Engineering Integration Designer. · Job Responsibilities: · Responsible for the pre-sales technical support activities of the South African railway signaling system, including for the preparation of bidding technical do ...
Server Engineer - Durban, South Africa - NTT
Description
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?
The Managed Services Cross Technology Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.This role may also contribute to / support on project work as and when required.
Working at NTT
Key Roles and Responsibilities:
Knowledge, Skills and Attributes:
Academic Qualifications and Certifications:
Required Experience:
Skills Summary
Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), TroubleshootingWhat will make you a good fit for the role?
Workplace type:
On-site WorkingEqual Opportunity Employer
NTT 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
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means: