October 25, 2024

NTT DATA

Auckland City

FULL TIME

MS Service Desk Engineer (L3)

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
Job Description Summary
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex 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.

Lucrative career opportunities into SME roles in the organisation
What you'll be doing

The MS Service Desk Engineer L3 is a dedicated delivery role for a single client, responsible for providing service by proactively identifying and resolving technical incidents and problems. Through pre-emptive 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 position is responsible for managing tickets of low to high complexity.

Key Roles and Responsibilities:

Troubleshoot and resolve Incidents within SLA’s
Complete change requests as assigned
Fulfil catalogue requests within SLA’s
Maintain accurate and timely updates of assigned tickets in the Service Management tool
Work on continuous improvement items via Agile delivery
Maintain timely and regular communications with internal customers and business stakeholders
Maintain process and technology documentation
Reports and escalates issues to 3rd party vendors if necessary.
You will be working in a large-scale enterprise environment supporting 6,000+ endpoints with exposure to new technologies as they evolve
Be able to do rotational on-call once you are familiar with the environment

About You:

The MS Service Desk Engineer (L3) L3 role is a final step in the service chain once the clients Service Desk and Field Services cannot resolve the issue. We get all manner of incidents for the client and we can only escalate internally within NTT from there. Its an expectation that the new member of the team will have an attitude of being able to own and resolve to completion for all assigned tickets.

5 years plus supporting end user computing environments
Excellent skills in supporting a Win10/Win11 environment
Intermediate skills/experience in supporting Microsoft Desktop Operating Systems
Intermediate Group Policy management and support skills/experience
Experience with SCCM application deployment and troubleshooting
Experience with Power Shell scripting
Experience in Active Directory support and administration
Experience with Microsoft 365 and Azure
Familiar with Dev Ops practices (Repos, Pipelines, Azure Devops)
Familiar with supporting Azure Virtual Desktop
Familiar with Nerdio
Familiar with supporting Exchange Online and Hybrid Exchange
Familiar with supporting Mac OS devices in an Intune environment
Familiar with supporting Mac OS devices in an Intune environment
Experience supporting enterprise sized clients
Professionalism and technical excellence
Excellent problem-solving/troubleshooting skills and initiative
Excellent communication skills and ability to communicate technical information to various business stakeholders

Required Qualifications

Microsoft related certifications (AZ-104, AZ-900, MD-102)
ITIL would be advantageous

Workplace type:
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.