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Ms Service Desk Engineer

2 weeks ago

Auckland City, New Zealand NTT DATA Full time

**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 PowerShell scripting
- Experience in Active Directory support and administration
- Experience with Microsoft 365 and Azure
- Familiar with DevOps 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 MacOS devices in an Intune environment
- Familiar with supporting MacOS 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**

**Equal Opportunity Employer