NTT

1 year ago

Senior Technical Support Engineer-5

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Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Provide first-line managed services support for clients by monitoring infrastructure, proactively identifying incidents and problems, investigating root causes, and restoring service. Manage incidents to resolution and ensure zero missed service level agreements, while handling service requests and maintenance windows for patching and configuration changes. Support clients via telephonic or chat, update knowledge articles, contribute to incident reduction/automation, and assist with disaster recovery functions and tests.

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Monitor client infrastructure and solutions to ensure service continuity.
•Identify problems and errors before or when they occur, including common incident patterns and prevention opportunities.
•Investigate first-line incidents to identify root causes and ensure efficient resolution of incidents and requests.
•Provide telephonic or chat support, schedule maintenance windows for patching and configuration changes, and follow shift handover procedures.
•Update knowledge articles and support process improvement through optimization and automation; assist with disaster recovery implementation and tests as required.

Key Requirements

•Bachelor’s degree or equivalent IT/computing qualification (or demonstrated equivalent work experience).
•Entry-level experience troubleshooting and providing support across security, network, data center, systems, storage administration, and monitoring in a medium-to-large ICT organization.
•Basic knowledge of management agents, redundancy concepts, and products within supported technical domains (e.g., Security, Network, Data Centre, Telephony).
•Basic knowledge of ITIL processes.
•Relevant certifications in the services provided (e.g., CCNA or level 1 Network Security; Microsoft Azure Administrator Associate; AWS Solutions Architect Associate; Veeam Certified Engineer; VMware Data Centre Virtualization; Zerto/Pure/vxrail; Google Cloud Platform; Oracle Cloud Infrastructure).

Experience:Managed servicesICTITIL

Education:Bachelor's

Skills:CommunicationCross-cultural collaborationProblem solvingIncident investigationWorking under pressure

Certifications:CCNAMicrosoft Certified: Azure Administrator AssociateAWS Certified: Solutions Architect AssociateVeeam Certified EngineerVMware certified Professional: Data Centre Virtualization

Tech Stack:ITILIT infrastructureSecurityNetworkingApplicationsCollaborationMonitoringPatchingConfiguration changesDisaster recoveryManagement agentsRedundancyVeeamVMwareZertoPureVxRailGoogle Cloud PlatformOracle Cloud InfrastructureAWS

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