MS Engineer (L1)

Want to be a part of our team?

The MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

Radford reference:

"Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set."

Working at NTT

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

Key Roles and Responsibilities:

• Contribute to the process of managing tickets or calls logged at the service desk.
• Ensure all incidents which are logged, are accurately categorised.
• Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process.
• Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it.
• Ensure reported faults are investigated and diagnosed.
• Be expected to take ownership and resolve or further escalate escalated incidents.
• Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident.
• Ensure relevant actions have been logged to enable tracking.
• Monitor backlog and use escalation channels to get the right team involved to resolve tickets in timely manner.

Knowledge, Skills, and Attributes:

• A good understanding of the vast range of IT operations and NTT service offerings
• Display excellent levels of client engagement.
• Service orientated in nature.
• Excellent collaboration skills and able to interact professionally.

Academic Qualifications and Certifications:

• Relevant regional technical or equivalent qualification.
• Relevant technical certifications preferred.

Required Experience:

• Demonstrable relevant work experience gained in call centre managed services / services delivery environment within a medium to large ICT organisation.
• Demonstrable experience of working within a team of service desk agents

Standard career level descriptor for job level:

• Assignments received include goals and the process by which to meet the goals
• Applies judgement within defined policies and procedures

#dimensiondatacareers

What will make you a good fit for the role?

Standard career level descriptor for job level:

• Develops professional experience
• Applies policy and procedures to solve variety of issues
• Problems are moderate in nature
• Build productive internal and external working relationships
• Receives general instructions on routine work
• Receives detailed instructions on new work
• Typically needs a Bachelors or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category