MS Engineer (L1)
NTT
Vienna, Vienna, Austria
vor 1 Tg.

Key Roles and Responsibilities :

  • Monitors client infrastructure and solutions
  • Identify problems and errors prior to or when they occur
  • Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  • Investigate first line incidents assigned and identify the root cause of incidents and problems
  • Fulfill approved requests following agreed procedures
  • Provide telephonic or chat support to clients when required
  • Execute approved maintenance activities including patching and configuration changes
  • Follow the required handover procedures for shift changes to ensure service continuity
  • Report and escalate incidents where necessary
  • Ensure the efficient and comprehensive resolutions of incidents and requests
  • Proactively identify opportunities for work optimization
  • Update existing knowledge articles or create new ones
  • Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.
  • Knowledge, Skills, and Attributes :

  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurized environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
  • Academic Qualifications

  • Diploma, degree, or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • Advantageous certifications :

  • Up to date and relevant ITIL certification (Foundation Level)
  • Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
  • Cisco Certified Network Associate - Wireless (CCNA-WL)
  • Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
  • Cisco Certified Network Associate - Security (CCNA-SEC)
  • Check Point Certified Security Administrator (CCSA)
  • Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
  • VMware Certified Professional vSphere
  • IP, WINS, DHCP, DNC, etc
  • MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist
  • MS-Active Directory
  • MS-Windows Server
  • MS-Windows XP Professional
  • MS-Windows Terminal Server
  • MS-Exchange Server
  • MS-SQL Server
  • MS-IIS Server
  • Citrix Metaframe
  • Switches and Routers
  • SonicWall Firewalls and SSL VPN Security Appliances
  • Cisco Firewalls and Routers
  • Cisco Certified Network Associate - Data Center (CCNA-DC)
  • MCSA+VCP, RHCE, or equivalent
  • Cisco Certified Network Associate - Video (CCNA-VID)
  • Cisco Certified Network Associate - Voice (CCNA-V)
  • Additional certifications

  • Cisco Certified Network Professional - Routing and Switching (CCNP-R / S)
  • Cisco Certified Network Professional - Wireless (CCNP-W)
  • Cisco Certified Network Professional - Security
  • Check Point Certified Security Expert (CCSE)
  • Certified Partner SE - Security
  • Cisco Certified Network Professional - Data Center (CCNP-DC)
  • Blue Coat Certified Proxy SG Professional
  • Cisco Certified Network Professional - Voice (CCNP-V)
  • Any of the above certifications is a plus. The MS Services Engineer (L1) is expected to gain certifications relevant to services supported.

    Certifications carry additional weight on a candidate’s qualification for the role.

    Required Experience :

  • Entry-level experience or completion of the relevant intern program
  • Entry-level experience with troubleshooting and providing the support required in network / data center / systems / storage administration and monitoring Services within a medium to large ICT organization.
  • Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup, etc)
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