Your day at NTT DATA
As an MS Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational. You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests. Your aim? To ensure zero missed service level agreement conditions.
Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur. You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most. Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.
You will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration. Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimization, and supporting project work as needed. Additionally, you will contribute to disaster recovery functions and tests, ensuring our clients' DATA is safe and sound.
Shift changes are made seamless with your careful handovers, ensuring service continuity. You will report and escalate incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests. With each interaction, you will aim to provide a positive client experience, placing their needs at the forefront of all you do.
Minimum Qualifications
Matric / Grade 12
Diploma or Degree in Information Technology, Computer Science, or a related field (advantageous)
Relevant certifications such as:
Microsoft Certified Fundamentals
MCSA / Windows Server (or equivalent Microsoft certifications)
CompTIA Server+
ITIL Foundation (advantageous)
Technical Skills
Basic administration of Windows Server (2016/2019/2022)
Active Directory (user creation, password resets, group management)
DNS and DHCP administration
Group Policy (basic management and troubleshooting)
File and Folder Permissions (NTFS)
Server monitoring and health checks
Backup and recovery procedures
Patch management and Windows Updates
Basic networking knowledge (TCP/IP, LAN/WAN)
Remote support and troubleshooting tools
Basic virtualization knowledge (VMware / Hyper-V)
Key Responsibilities
Monitor server performance and availability.
Perform daily server health checks.
Create, modify, and disable user accounts.
Reset passwords and unlock accounts.
Manage AD groups and permissions.
Monitor backup jobs and assist with restores.
Troubleshoot Windows server issues.
Apply patches and security updates.
Maintain server documentation.
Escalate complex issues to L2 or L3 teams.
Ensure tickets are updated and resolved within SLA.
Soft Skills
Strong troubleshooting and analytical skills.
Good communication skills.
Customer service orientation.
Ability to work under pressure.
Time management and prioritization.
Attention to detail.
Ability to follow processes and procedures.
Experience
1 - 2 years of IT Support, Desktop Support, or Infrastructure Support experience.
Exposure to Windows Server environments.
Experience with ServiceNow or similar ticketing systems.
Exposure to Active Directory administration.