Collaboration Managed Services Engineer

4 weeks ago

Wellington, Wellington, New Zealand NTT 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?

The role is responsible for providing a managed service to clients 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 maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Working at NTT

Job Description

MS Engineer (L3) - Application Packager is responsible for to ensure client's IT infrastructure and systems remain operational.

The primary role of an Application Packager is to prepare software applications for efficient and error-free deployment within an organization's IT infrastructure.

Application packagers are responsible for creating installation packages that encapsulate all the necessary files, configurations, and dependencies required for the application to function seamlessly on end-user machines.

They meticulously assess compatibility with various operating systems and configurations, conducting rigorous testing to identify and resolve any issues, conflicts, or errors that might arise during installation. Additionally, application packagers play a vital role in maintaining clear and comprehensive documentation, including installation guides and configuration instructions, which aids end-users and IT support teams in the deployment process and troubleshooting efforts.

By ensuring the correct packaging and distribution of software, application packagers contribute to the stability and security of the organization's IT environment while enabling end-users to access and utilize essential software applications efficiently.

Working at NTT

We are looking for a MS Engineer (L3) – Application Packager to join our team in Wellington.

You are an expert and have in-depth technical knowledge of software, scripting languages to resolve complex packaging and installation issues while maintaining NTT's packaging standard.

Key Roles and Responsibilities:

  • Software installation packages for various applications, ensuring they are compatible with the organization's operating systems, deployment tools and security compliance.
  • Test, Identify and resolve compatibility issues, conflicts, or errors. Verify that software installations are successful, and applications function correctly.
  • Develop clear and comprehensive documentation for packaged applications, including installation guides, release notes, and configuration instructions.
  • Plan and execute software deployments. Ensure that deployment processes are efficient, minimize disruptions, and adhere to best practices.
  • Manage version control for packaged applications to track changes, updates, and patches.
  • Follow industry standards and best practices for software packaging, such as MSI packaging guidelines, to ensure consistency and compatibility across applications.
  • Provide regular reports and updates on packaging projects' status and progress to management and relevant teams.
  • Strong problem-solving skills to identify and address packaging challenges and complexities effectively.
  • Perform operational/packaging tasks and resolve issues as agreed with Clients in a timely manner and within agreed SLA
  • Identify problems and errors before they impact a client's service.
  • Proactively update and upgrade applications in client environment and manage work queues.
  • Proficiency in scripting languages like PowerShell or batch scripting is required. Automate repetitive packaging and deployment tasks, improving efficiency and consistency.

Knowledge, Skills and Attributes:

  • Attention to details
  • Ability to communicate/collaborate effectively with other IT Professionals, application owners and end-users
  • 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 maintain a positive outlook at work
  • Ability to work well in a pressurized environment

Minimum Experiences:

  • 5-7 years of application packaging experience on complex applications
  • Expert in using deployment tools such as SCCM/Intune
  • Expert in using PatchMyPC and PACESuite
  • Expert working with group policies, Intune policies, certificates, database and license configurations.
  • Understand and used packaging tools like Event Viewer, MSI Verbose Logging, ProcMon, Dependency Walker, AppCompat Toolkit, Application profiling tools, 3rd party troubleshooting tools and remote debugging tools.
  • Experience using Microsoft Entra ID.
  • Experience on Virtualization tool like App-V, ThinApp, Microsoft Azure AVD
  • Experience supporting Windows 10 & 11 environment.
  • Experience using GitLab for automation and scripting.
  • Knowledge in MAC application packaging and environment.
  • Moderate level knowledge in ticketing tools preferably Service Now
  • Knowledge with Office 365 and Exchange Online
  • Knowledge in Microsoft Defender policies, DevOps is a bonus.

Minimum Qualification and Advantageous Certifications:

  • Diploma, degree or relevant qualification in IT/Computing/Networking (or demonstrated equivalent work experience)
  • Relevant Application packaging and deployment certifications, ITIL certification, Intune and Azure certifications

Skills Summary

Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, IT Troubleshooting, Managed Services Delivery, Root Cause Analysis (RCA), Scripting

Workplace type:

Hybrid Working

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.

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