MS Engineer (L1) - Networking
NTT
Wellington, New Zealand
1d ago

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
  • Hands-on experience with Cisco Routers and Switches.
  • Hands-on experience on IP protocols (IP, WINS, DHCP, DNC, etc...)
  • Hands-on experience on routing protocols (EIGRP, OSPF, BGP), switching protocols (STP, VTP and VLANs).
  • Cisco Nexus Switches knowledge is a plus.
  • Academic Qualifications :

  • Diploma, degree, or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
  • Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
  • Preferred certifications :

  • Up to date and relevant ITIL certification (Foundation Level)
  • Cisco Certified Network Associate - Wireless (CCNA-WL)
  • 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 - Data Center (CCNP-DC)
  • 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)
  • What will make you a good fit for the role?

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