Networking Managed Services Engineer (L2)

NTT
Bengaluru
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Planning","Adaptability","Communication","Active listening","Client-first mindset"]

Provide second-line support for medium-complexity incidents and requests by monitoring queues, reviewing tickets, and resolving issues to keep clients’ IT infrastructure operational. Proactively identify, analyze, and log problems, update tickets, and support SLAs through swift service restoration. Collaborate with clients, internal teams, and Centres of Excellence (CoE), contribute to automation and coaching of L1/L2 teams, and participate in change management, maintenance, quality audits, and disaster recovery as needed.

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FursaFursa
NTT
NTT
5 days ago

Networking Managed Services Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Provide second-line support for medium-complexity incidents and requests by monitoring queues, reviewing tickets, and resolving issues to keep clients’ IT infrastructure operational. Proactively identify, analyze, and log problems, update tickets, and support SLAs through swift service restoration. Collaborate with clients, internal teams, and Centres of Excellence (CoE), contribute to automation and coaching of L1/L2 teams, and participate in change management, maintenance, quality audits, and disaster recovery as needed.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Monitor work queues, review client requests/tickets, and apply technical expertise to resolve incidents and requests efficiently within SLAs.
  • •Proactively identify, analyze, and log issues before they escalate; update tickets with actions taken.
  • •Handle shift handover by highlighting key tickets and upcoming critical tasks; escalate tickets when needed to CoE and other teams.
  • •Collaborate with automation teams to optimize and automate routine tasks; coach Service desk and L1 teams in technical and behavioural skills.
  • •Support operational change management by logging change requests, executing approved maintenance activities, auditing incident/request tickets for quality, and performing trend analysis for automation opportunities.

Key Requirements

  • •Proficiency in networking technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls, plus familiarity with ticketing tools.
  • •At least one technical certification in the networking technologies listed.
  • •Strong planning skills to anticipate and adapt to changing circumstances during operations.
  • •Ability to communicate and work effectively across different cultures and social groups, including active listening and client-centric communication.
  • •Bachelor’s degree in IT/Computing (or equivalent qualification/work experience).
Experience:Managed servicesNetworkingIT operationsService desk
Education:Bachelor's
Skills:PlanningAdaptabilityCommunicationActive listeningClient-first mindset
Tech Stack:Pulse Secure SSL VPNPalo AltoFortinetCisco NexusSwitchesRoutersFirewallsTicketing toolsSLAsAutomation

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