MS Engineer

About the role

MS Engineer (L1) at NTT DATA is an entry-level remote technical support role focused on data centre technologies. The position requires diagnosing and resolving incidents, maintaining service level agreements, and using service assurance tools. Responsibilities include incident management, root cause analysis, knowledge base updates, and coordination with vendors and stakeholders. Candidates must have a bachelor’s degree in IT or related field, associate-level certifications such as CCNA (DC), and experience with Cisco, EMC, Dell Avaya, and other data centre technologies. The role emphasizes customer service, problem solving, analytical thinking, and teamwork. Hybrid work model is offered in Bangalore, India.

What you’ll do

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
• Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seeks resolution.
• Escalate unresolved incidents and follow up until incident is resolved.
• Provide service recovery, following resolution of incidents.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
• Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identify problems and errors prior to or when they occur.
• Log all such incidents in a timely manner with the required level of detail with all the necessary.
• Cooperate with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

What you’ll bring

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC).

Skills

Education

Bachelor's