Cross Technology Managed Services Engineer (L1)

About the role

As a Cross Technology Managed Services Engineer (L1) at NTT DATA in Chennai, India, you will serve as the first point of contact for clients, ensuring IT infrastructure and systems remain operational. Day-to-day, you will monitor client infrastructure, investigate and resolve first-line incidents and service requests across two or more technology domains (Cloud, Security, Networking, Applications, or Collaboration), provide telephonic, ITSM ticket, or chat support, perform maintenance activities like patching and configuration changes, update knowledge articles, support project work, and contribute to disaster recovery functions and tests. This is an on-site, full-time role.

What you’ll do

• Serve as the first point of contact for clients, ensuring IT infrastructure and systems remain operational.
• Proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests.
• Monitor client infrastructure and solutions, identifying problems and errors before or as they occur.
• Provide telephonic, ITSM ticket, or chat support to clients.
• Perform maintenance activities such as patching and configuration changes to ensure smooth operation of client systems.
• Work across two or more technology domains such as Cloud, Security, Networking, Applications, or Collaboration.
• Update existing knowledge articles or create new ones, and seek opportunities for work optimization.
• Contribute to disaster recovery functions and tests, and ensure seamless shift handovers for service continuity.

What you’ll bring

• Entry-level experience with troubleshooting and support in security, network, data centre, systems, or storage within a medium to large ICT organization.
• Bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling tickets on a day-to-day basis and acting promptly as per defined SOPs.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• Ability to communicate and work across different cultures and social groups.
• Willingness to work hard and put in longer hours when necessary.

Skills

Education

A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).