Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction.
Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analysing, and logging issues before they escalate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.
You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.
Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.
To thrive in this role, you need to have:
Job Description: Windows L2 Support Engineer
A Windows L2 Support Engineer is responsible for providing second-level technical support for Windows server infrastructure, resolving complex incidents, performing root cause analysis, and ensuring the stability, availability, and performance of supported systems.
Key Responsibilities
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Provide L2 support for Windows Server environments, including Windows Server 2012/2016/2019/2022.
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Troubleshoot and resolve incidents related to OS performance, server availability, hardware alerts, services, and applications.
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Manage and troubleshoot Active Directory, Group Policy, DNS, DHCP, and file/print services.
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Handle user access, permissions, NTFS/share permissions, and local/domain account-related issues.
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Monitor server health, event logs, disk utilization, CPU, memory, and service availability.
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Perform patching activities, vulnerability remediation, and security updates in accordance with change-management procedures.
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Troubleshoot Windows clustering, IIS, RDP, WSUS, and basic PowerShell-related issues, as applicable.
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Support backup and restore activities and coordinate with backup/storage teams for failures.
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Investigate recurring incidents, conduct root cause analysis, and create problem tickets where required.
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Escalate unresolved or high-priority issues to L3 teams, SMEs, vendors, or Microsoft, with complete troubleshooting details.
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Create and update incident records, work notes, knowledge articles, SOPs, and technical documentation.
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Participate in shift handovers, daily operational reviews, and customer/team calls.
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Follow SLA, ITIL processes, change management, incident management, and problem management procedures.
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Coordinate with network, storage, database, security, and application teams to resolve cross-functional issues.
Required Technical Skills
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Strong knowledge of Windows Server administration and troubleshooting.
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Experience with Active Directory, DNS, DHCP, Group Policy, IIS, and file server management.
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Understanding of Windows event logs, performance monitoring, and service management.
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Basic knowledge of PowerShell scripting and automation.
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Knowledge of patch management tools such as WSUS, SCCM, or similar tools.
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Familiarity with monitoring tools such as SCOM, SolarWinds, Nagios, or similar platforms.
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Basic understanding of virtualization platforms such as VMware or Hyper-V.
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Knowledge of backup tools and restoration procedures.
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Understanding of ITIL processes and ticketing tools such as ServiceNow, Remedy, or Jira.
Preferred Qualifications
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Bachelor’s degree in Computer Science, Information Technology, or a related field.
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Microsoft certifications such as AZ-800, AZ-801, MCSA/MCSE (legacy), or Azure Administrator certification.
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4+ years of experience in Windows Server support or infrastructure operations.
Key Competencies
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Strong troubleshooting and analytical skills.
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Ability to prioritize incidents based on severity and business impact.
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Good communication skills for customer coordination and technical escalation.
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Ability to work in rotational shifts and support on-call activities.
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Documentation discipline and adherence to operational processes.
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 R&D.
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.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
