Job Information
NTT America Solutions, Inc. Sr Microsoft Engineer in Hyderabad, India
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?
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
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 MS Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions .The MS Engineer s responsible for managing tickets of low to high complexity.
Key Roles and Responsibilities:
Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
Perform necessary checks, apply monitoring tools and respond to alerts
Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
Assist in analyzing, assigning, and escalating support calls
Investigate third line support calls assigned and identify the root cause of incidents and problems
Report and escalate issues to 3rd party vendors if necessary
Provide onsite technical support to clients and provide field engineering services to clients
Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
Proactively identify opportunities for work optimization including opportunities for automation of work
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 apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
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
Academic Qualifications
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Required Experience:
Demonstrated work experience
Demonstrated experience required in Engineering function within a medium to large ICT organization
Demonstrated experience of Managed Services
Demonstrated working knowledge of ITIL processes
Demonstrated experience working with vendors and/or 3rd parties
What will make you a good fit for the role?
Windows Servers 2003, 2008, 2012 2016
Windows patching
VMware
Failover cluster
AD
DNS
DHCP
Disc adds, Storage adds etc.
Altiris patching tool - good to have
Azure, O365 - good to have.
Hardware Knowledge - good to have
Migration experience on P2V, storage - good to have
Updated JD:
Essential Functions:
•Microsoft server side support tickets through our ticket queue system that have gone through our Help Desk support 1-3 tiers
•Support and administration of Microsoft Windows Server, versions 2000, 2003, 2008, 2012 and 2016
•Support and administration of Microsoft Exchange, versions 2000, 2003, 2007, 2010
•Support and administration of Microsoft SQL Server, versions 2000, 2005, 2008
•Support and administration of Microsoft Active Directory environments, DNS, DHCP
•Support and administration of Microsoft Server Clustering and SQL Clustering
Migration knowledge for P2V, Storage etc
•Troubleshooting and maintenance of all above mentioned Microsoft Enterprise level products
•Knowledge and troubleshooting capability with multiple high availability solutions
•Continuous proactive maintenance, auditing, and monitoring of our customers Microsoft environments
•Basic troubleshooting of Citrix systems and end user issues
•Following thorough Change Management processes and documentation
•Following thorough Root Cause Analysis processes and documentation
•After hours oncall weekly rotations throughout the team
•Business hours ticket queue owner and handling weekly rotation
•Working with other infrastructure teams as well as non-infrastructure teams throughout organization on tasks
•Implementing server hardening/security best practices
•Server performance/capacity planning
•Troubleshooting supported end user application server issues
•Responsible for maintaining supported customer applications that may require modifications to work in a client server environment
•Responsible for all tuning, monitoring and performance recommendations of the Microsoft systems
•Thorough environment documentation
Team Focus:
•Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
•Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
•Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions.
•Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions.
•Keeps track of lessons learned and shares those lessons with team members.
•Mitigates team conflict and communication problems; provides information that insures interest and understanding.
•Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
•Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24's values and culture.
Equal Opportunity Employer
NTT 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
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading 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 cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.