Ms Engineer

7 days ago

Jakarta, Indonesia NTT Ltd. Full time

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**

**Essential Duty and Responsibilities**:

- Support Device Management Lifecycle, including:
Healthcheck & availability: Identify, Troubleshoot, Resolve

Incident Escalation: Level 2 support and other advanced skillset needs
- Proactively monitors the work queues.
- Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
- Coach Service Desk and L1 teams for technical and behavioural skills
- Lead and manages all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
- Plan and execute approved maintenance activities
- Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.

**Knowledge, Skills and Attributes**:

- Ability to communicate and work across different cultures and social groups
- Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to adapt to changing circumstances
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
- Ability to create, modify & troubleshoot iRules
- Ability to operate & troubleshoot F5 GTM, LTM, & ASM
- Experience in handling 10 OWASP protection

**Advantageous Certifications**:
Up to date and relevant ITIL certification
At least one mid-Level certification relevant to CoE - Ex - F5 - 301
Good to have scripting knowledge such as Python, PERL

**What will make you a good fit for the role?**

**MS-Engineer L2 requirement**:

- Minimum 3 years professional experience of relevant experience
- Experienced with F5 products (GTM, LTM, ASM)
- Experience creating & modifying VS, NAT, iRule, iApps
- Held at least 2 F5 certification

Familiar with the following platform:

- F5
- Citrix
- Infoblox

**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 devel

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