NTT

6 months ago

MS Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Maintain clients’ IT infrastructure as a Cross Technology Managed Services Engineer (L2) by proactively monitoring systems, managing incident and request workflows within SLAs, and updating tickets with documented actions. Triage and resolve technical problems, audit ticket quality, and recommend improvements and automation opportunities. Collaborate with L1 engineers, other teams, and clients for second-level support, handle escalations, and assist with disaster recovery tests and related change management.

Location: Beijing

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Proactively monitor, identify, investigate, and resolve technical incidents and problems to restore services.
•Manage work queues and handle incidents and requests within agreed SLAs, updating tickets with actions taken.
•Execute changes with risk mitigation and contribute to change management documentation.
•Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation.
•Provide second-level support through collaboration with L1 engineers and other teams; handle client escalations and support disaster recovery functions and tests.

Key Requirements

•Moderate-level experience in managed services roles supporting cross-technology infrastructure.
•Knowledge of ticketing tools, preferably ServiceNow.
•Familiarity with ITIL processes and experience working with vendors and third parties.
•Ability to plan activities and projects while adapting to changing circumstances.
•Bachelor’s degree in IT/Computing or equivalent work experience.

Education:

Skills:CommunicationCollaborationProblem-solvingWork under pressureClient focus

Tech Stack:ServiceNowITIL

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT