L2 Onsite Desktop Engineer

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?**

Radford reference:
**Working at NTT**

**About the Role**

The Desktop Engineering team is a critical part of our business, being the brand of NTT onsite face-to-face with our customers, as our practice is growing we need to further strengthen our teams to provide the best experience in the market.

We are looking for a level 2 Desktop Engineer to join our team. This role will be reporting in to the Desktop Field Services Manager.

NOTE:
Advantageous to have a valid Full NZ Drivers License
Domestic traveling may be required from time to time

**Key Roles and Responsibilities**:

- Proactively monitors the work queues
- Perform operational tasks to resolve second level support incidents and requests in a timely manner and within agreed SLA.
- Update tickets with resolution tasks performed
- Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
- Work with automation teams for effort optimization and automating routine tasks
- Coach Service Desk and L1 teams for technical and behavioural skills
- Lead and manages all initial client escalation for operational issues
- Plan and execute approved maintenance activities
- Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles

**What would make you a good fit for this role?**

**Knowledge, Skills and Attributes**:

- Ability to communicate and work across different cultures and social groups
- Ability to maintain a positive outlook at work
- Ability to adapt to changing circumstances
- Ability to place the client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the client journey

**Qualifications and advantageous certifications**:

- Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Up to date and relevant ITIL certification

**Experience**:

- Moderate years of relevant managed services experience
- Moderate level knowledge in ticketing tools preferably Service Now
- At least 2 years experience in a service desk role
- Experience in the support of Windows 10 desktop enterprise environment
- Experience in using deployment tools such as SCCM
- Experience in creating and changing group policies
- Experience with Office 365 and Exchange Online
- Endpoint protection products such as SEP and Defender
- Excellent verbal and written communication skills are essential
- A basic understanding of ITILv3 framework and principles
- Scripting knowledge such as Python and PowerShell is a bonus

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

Standard career level descriptor for job level:

- Seasoned and experienced professional
- Has full understanding of specialisation area
- Resolves wide range of issues in creative ways
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new assignments
- Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experience

**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 differen