Job Description Want to be a part of our team?The Microsoft Applications Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Microsoft Applications Engineer (L2) is able to restore service to clients.Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).This role focuses on second-line support for incidents and requests with a medium level of complexity.This role focusses across two or more technology domains - SaaS Applications (Office365, SharePoint, OKTA, InTune and JAMF.This role may also contribute to / support on project work as and when required.Working at NTTKey Roles and Responsibilities:Proactively monitors the work queuesPerforms operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdates tickets with resolution tasks performedIdentifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides second level support to all incidents, requests and identifies the root cause of incidents and problemsCommunicates with other teams and clients for extending supportExecutes changes with clear identification of risks and mitigation plans to be captured into the change recordEscalates all tickets to seek the right focus from SME`s and other teams, if needed continue the escalations to managementFocus on automation for effort optimization and automating routine tasksAbility to work across various other client environments.Identifies problems and errors before they impact a client's serviceProvides Assistance to L1 and L3 Engineers for better initial triage or troubleshootingLeads and manages all initial client escalation for operational issuesContributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration ItemsEnsures all changes are carried out with proper change approvalsPlans and executes approved maintenance activitiesAudits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articlesProduces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effortMay also contribute to / support on project work as and when requiredMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic Qualifications and Certifications:Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)Relevant certifications include:Office 365 equivalent certificationSharePoint equivalent certificationMicrosoft Certified: Azure Administrator AssociateOKTA equivalent certificationMicrosoft InTune - Managed devicesJAMF, equivalent certificationRequired Experience:Moderate level years of relevant managed services experience handling cross technology infrastructureModerate level knowledge in ticketing tools preferably Service NowModerate level working knowledge of ITIL processesModerate level experience working with vendors and/or 3rd partiesSkills SummaryAPI Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Data Networking, Firewalls, Infrastructure Deployment, IP Routing, Linux, Local Area Network (LAN), Networking Solutions, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP/IP Networking, Troubleshooting, Wireless NetworksWhat will make you a good fit for the role?Workplace type: Hybrid WorkingEqual Opportunity EmployerNTT 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 Apply from local Career site Apply from local Career site Back to search results
