NTT

10 months ago

Cross Technology Managed Services Engineer (L2)

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Last checked: 16 hours agoStatus: Live

Job Summary

Maintain clients’ IT infrastructure by proactively monitoring, investigating, and resolving incidents and problems while restoring services within SLAs. Manage work queues and keep tickets updated, using ITIL processes and ticketing tools like ServiceNow. Execute changes with risk mitigation and contribute to change management documentation, audits, and automation opportunities. Provide second-level support, handle escalations, and assist with disaster recovery activities and tests.

Location: Taipei

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

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.
•Collaborate with other teams and clients to provide second-level support and ensure efficient problem resolution.
•Execute changes with appropriate risk mitigation, contribute to change management documentation, and audit tickets for quality.
•Recommend improvements, identify tasks for automation, handle client escalations, and support disaster recovery functions and tests when needed.

Key Requirements

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

Experience:Managed servicesITIL

Education:Bachelor's in IT/Computing

Skills:CommunicationCollaborationProblem-solvingAbility to work under pressureClient-focused mindset

Tech Stack:ServiceNowITILTicketing toolsAutomation

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