Managed Services Engineer - Madrid, España - NTT Ltd.

NTT Ltd.

Empresa verificada

Madrid, España

hace 3 semanas

Publicado por:

Isabel García

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Descripción

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

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.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

Provides support to customers/users where the product is highly technical or sophisticated in nature.

Working at NTT

The Managed Services Engineer (L1) is responsible for providing a 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

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This position is located on our customer's premises and consists in monitoring of infrastructure and telecommunications in accordance with SLAs and underlying service expectation set out between us and our customer

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What do we expect from you?

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Engineering studies with complementary training in network and security environments

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Minimum networking knowledge similar to the CCNA Certification

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Mandatory: High level spoken and written in Spanish, English and French
to develop and work daily in teams in an international team

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Availability to work shifts 24/7 onsite.

What will be your mission?

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General

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Take up phone calls

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Call up remote and local teams for on-site interventions

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Incident Management

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Handle incidents in accordance with SLAs

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Follow up and resolve L1/L2 user incidents in accordance with SLAs

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Escalate complex incidents to L2/L3 teams

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Network and Security Infrastructure Monitoring

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Proactively acknowledge alarms using monitoring tools
(Spectrum / Centreon / Akips / Splunk )

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Send major outage alerts to our stakeholders as well as IT teams

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Follow up and resolve incidents with external providers

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Acknowledge security alerts and perform underlying corrective actions

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Service Continuous Improvement

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Participate in the team's continuous improvement around technical and functional processes as well as help improve customer's satisfaction

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Communicate and collaborate closely with the teams, help and support your colleagues

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And it would also be fantastic

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Illusion to work in an international environment

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Ability to identify and propose technical improvements

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Sense of responsibility

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Ability to prioritize and have good time management skills

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Excellent skills in dealing with customers and users

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That you have a high degree of empathy

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Sense of anticipation and proactivity

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What can you expect from us?

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You will be part of a developing and growing company, where technology and innovation come together through the people who make it up

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You will share projects with gurus of the most cutting-edge technologies, what is better than learning and sharing knowledge with the best?

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If you are already certified, better than best to put into play everything you have learned. If you are not, we invite you to do it from the moment you join the company and the limit is set by you

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You will enjoy a great work environment

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What will make you a good fit for the role?

A career at NTT means

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Being part of a
global pioneer where you gain exposure to our Fortune 500 clients and worldleading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of
cuttingedge technology backed with a 150year heritag