MS Engineer (L2)

NTT
Beijing
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskSkills: ["Communication","Collaboration","Problem-solving","Work under pressure","Client focus"]

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.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
NTT
NTT
8 months ago

MS Engineer (L2)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live
Reposted: similar role first listed 8 months ago

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
WebsiteLinkedIn