Make an impact with NTT DATA
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Your day at NTT DATA
The Data Centre Remote Technical Support Engineer (L2) is a developing engineering role, responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
Key Responsibilities:
- Maintains the support process and ensures that requests for support are handled according to defined procedures and SLAs.
- Uses monitoring and service assurance tools to investigate and diagnose issues across Wintel and cloud environments (Azure/AWS), collect performance data, and generate reports.
- Identifies and resolves incidents related to Windows server infrastructure, virtualization, and cloud platforms following agreed procedures.
- Carries out scheduled maintenance activities on Windows servers, Active Directory, Azure resources, and associated infrastructure.
- Ensures effective utilization of knowledge articles in incident diagnosis and contributes to knowledge base updates as required.
- Monitors service delivery against SLAs across on-prem and cloud environments and maintains accurate operational records.
- Analyzes service performance metrics regularly to identify improvement opportunities and initiate corrective actions.
- Prioritizes, categorizes, and diagnoses incidents based on impact and urgency.
- Investigates root causes of incidents and ensures timely resolution, including coordination with cloud and infrastructure teams.
- Escalates unresolved incidents to appropriate teams (L3/cloud/vendor) and follows through to resolution.
- Performs service recovery actions post-incident and ensures minimal business disruption.
- Documents, updates, and closes incidents in ticketing tools as per standard procedures.
- Maintains accurate configuration data for configuration items (CIs) including servers, VMs, and cloud resources.
- Uses tools and processes to track, update, and manage configuration data, ensuring compliance and asset integrity.
- Remotely troubleshoots Wintel environments and cloud infrastructure issues and assists in implementing preventive measures.
- Provides technical guidance for Windows Server, Active Directory, Azure services, and basic AWS components.
- Ensures effective resolution by coordinating with internal teams, vendors, and cloud providers.
- Communicates proactively with stakeholders and updates ticketing systems, portals, and reports as required.
- Identifies recurring issues and contributes to problem management initiatives.
- Logs incidents with complete and accurate details in a timely manner.
- Collaborates with clients, vendors, and internal teams to expedite issue resolution.
Knowledge and Attributes:
- Working knowledge of Windows Server administration (2016/2019/2022), Active Directory, DNS, and Group Policy.
- Understanding of virtualization technologies (VMware / Hyper-V).
- Knowledge of Microsoft Azure services (VMs, storage, networking, monitoring, backup).
- Basic understanding of AWS services (EC2, S3, IAM, basic networking).
- Familiarity with monitoring and ITSM tools (ServiceNow, SolarWinds, etc.).
- Understanding of security best practices in Windows and cloud environments.
- Customer-focused with proactive problem-solving approach.
- Strong analytical, troubleshooting, and logical thinking skills.
- Good attention to detail and documentation practices.
- Excellent verbal and written communication skills.
- Ability to work effectively with cross-functional teams and stakeholders.
Academic Qualifications and Certifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Microsoft Certified: Azure Administrator Associate
- Windows Server / Active Directory certifications
- AWS Certified Cloud Practitioner (added advantage)
- VMware / Hyper-V certifications (added advantage)
Required Experience:
- 3–6 years of experience in Wintel infrastructure support and managed services environment.
- Hands-on experience in Windows Server administration, Active Directory, and virtualization platforms.
- Experience in Microsoft Azure administration and support.
- Basic to moderate exposure to AWS cloud services.
- Strong experience in incident management, troubleshooting, and root cause analysis.
- Experience supporting enterprise IT environments remotely.
- Familiarity with SLA-driven support environments and ticketing systems.
Workplace type: Hybrid Working
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in RD.
Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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