NTT is Looking for Alarm Monitoring Engineer Full Time

Want to be a part of our team?

The role is responsible for diagnosing events and alerts generated by the monitoring devices, performing necessary service checks, and responding to events and alerts. They provide a professional first-line technical support service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by following standard work instructions and managing pre-defined service requests. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of low to medium complexity

Working at NTT

Stakeholder engagement

Internal: engage with internal support engineer team, receive instructions, and manage escalation incidents to L2 Support Engineer or 3rd party vendors as necessary.

External: proactively act as first-line remote technical support for clients.

Value Chain Linkage

Service Operations

Service Transition

Monitor infrastructure

Ensure assigned infrastructure at the client site is configured, installed, tested and operational. Perform necessary checks and respond to alerts.

Ensure resolution of incidents and requests

Respond and resolve all incidents, escalating to L2 Support Engineer when unable to resolve within the stipulated time and/or with the provided work instructions. Attend to service requests raised by the clients.

Incident management

When required they will take responsibility receiving calls and incidents at the service desk. Assist in analysing, assigning and escalating the support calls. Provide remote support to clients where required. Update incidents with progress and resolution details.

Shift management: Alarm Monitoring

L1 Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. Complete and maintain any shift hand hover schedules.

Required work experience

• 2 – 4 years’ work experience
• 3 years’ experience required in network/security/systems/storage administration and Monitoring Services within a medium to large ICT organisation.
• Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (ie. Network, Storage, Security etc)

What will make you a good fit for the role?

Standard career level descriptor for job level:
•Develops professional experience
•Applies policy and procedures to solve variety of issues
•Problems are moderate in nature
•Build productive internal and external working relationships
•Receives general instructions on routine work
•Receives detailed instructions on new work
•Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience