L1 Support Engineer with German 24x7 Prague, Praha

L1 Support Engineer with German 24x7

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 todays 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 worlds 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.
Your career here is about believing in yourself, and taking on great opportunities and new challenges.
Its about growing your skills and expertise in your current role and preparing yourself for the future. Thats why we encourage you to take every opportunity to grow your career within our great global team.
Are you ready to take the next step in your career?
The Networking Managed Services 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 restoring service to clients by managing incidents to resolution. This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions. This role focuses on first-line support for standard and low complexity incidents and service requests.
This role may also contribute to / support on project work as and when required.
What youll be doing
Key Roles and Responsibilities:
- Monitors client infrastructure and solutions
- Identifies problems and errors prior to or when they occur
- Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigates first line incidents assigned and identifies the root cause of incidents and problems
- Fulfils approved requests following agreed procedures
- Provides telephonic or chat support to clients when required
- Executes approved maintenance activities including patching and configuration changes
- Follows the required handover procedures for shift changes to ensure service continuity
- Reports and escalates incidents where necessary
- Ensures the efficient and comprehensive resolutions of incidents and requests
- Proactively identifies opportunities for work optimization
- Updates existing knowledge articles or creates new ones
- Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
- May also contribute to / support on project work as and when required
- May work on implementing and delivering Disaster Recovery functions and tests
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 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
- Additional skills proficiency such as:
- Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as Logic Monitor
Academic Qualifications and Certifications:
- Bachelors degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)
- CCNA or equivalent certification
What you need to have:
- Entry-level experience or completion of the relevant intern programme
- Entry-level experience with troubleshooting and providing the support required in network / data centre / systems and monitoring Services within a medium to large ICT organisation
- Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Exchange, Storage, Cloud, Backup, etc.)
- Good level of English is a must
- German language would be an asset
- willingness to work 24x7 (nights, weekends, public holidays => 12 hour shift rotation)
Skills Summary
Incident Resolution, Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting
Workplace type:Hybrid Working
A career at N

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