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Local candidate only
Overview
The Engineer (L2) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients.
- Their primary objective is to ensure zero missed service level agreement (SLA) conditions.
- The Engineer is responsible for managing tickets of medium to high complexity, conducts moderate, advanced and complicated tasks, and providing resolution to a diverse range of moderate to complex problems.
- This position uses considerable judgment and independent analysis within defined policies and practices. Applies analytical thinking and technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions
Responsibilities
- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational.
- Perform necessary checks, apply monitoring tools and respond to alerts.
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
- Assist in analysing, assigning, and escalating support calls.
- Investigate second/third line support calls assigned and identify the root cause of incidents and problems.
- Report and escalate issues to 3rd party vendors if necessary.
- Conduct a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT.
- Proactively identify opportunities for work optimization including opportunities for automation of work
- Proactivity and autonomy in the realization of infrastructural changes in Network area (coordinating with the Italian HQ)
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in Networking demonstrating growth/advancement in their career path over those years.
- Solid experience required in Engineering function within a medium to large ICT organization Solid experience of Managed Services Excellent working knowledge of ITIL processes Excellent experience working with vendors and/or 3rd parties Excellent experience in working in a highly ITIL oriented and guided environment
