Your day at NTT DATA

Key Responsibilities

• Monitor client network infrastructure, systems, and services to ensure availability and performance.
• Identify, investigate, troubleshoot, and resolve Level 1 incidents and service requests within agreed SLAs.
• Escalate incidents, risks, and unresolved issues to appropriate support teams when required.
• Perform root cause analysis for incidents and contribute to incident prevention initiatives.
• Fulfil approved service requests and execute routine operational tasks according to documented procedures.
• Provide telephonic, chat, and ticket-based support to customers and internal stakeholders.
• Execute approved maintenance activities, including software patching, configuration changes, and system updates.
• Follow established change management processes and procedures.
• Perform troubleshooting across WAN, LAN, wireless, SD-WAN, and inter-site connectivity environments.
• Support the implementation, configuration, and maintenance of network infrastructure and security controls.
• Assist in maintaining network security standards, identifying vulnerabilities, and supporting remediation activities.
• Ensure network devices, systems, and services remain secure, operational, and compliant with organisational standards.
• Contribute to the maintenance of network documentation, diagrams, standards, procedures, and knowledge articles.
• Monitor network performance and utilise management and monitoring tools to proactively identify issues and improvement opportunities.
• Identify opportunities for operational efficiency, automation, process optimisation, and incident reduction.
• Participate in shift handovers and maintain accurate operational records to ensure service continuity.
• Assist with disaster recovery activities, testing, and business continuity requirements where applicable.
• Contribute to project-related activities and network deployments as required.
• Perform other duties as reasonably required within the scope of the role.

Required Technical Knowledge & Skills

Networking Fundamentals

• Solid understanding of:
  • OSI Model and TCP/IP protocol suite.
  • IP addressing, subnetting, routing concepts, and network segmentation.
  • Layer 2 switching technologies, VLANs, access ports, trunking, and access control lists.
  • Routing protocols including OSPF, EIGRP, and basic BGP concepts.
  • Network Address Translation (NAT).
  • SNMP and network management principles.
  • Traffic filtering using access lists and route maps.
  • Enterprise network architecture concepts.

Network Technologies

• Basic knowledge and experience configuring, monitoring, and troubleshooting:
  • Cisco switching and routing platforms.
  • Aruba and Meraki switching and wireless solutions.
  • Fortinet, Palo Alto, Cisco, or similar firewall technologies.
  • Enterprise wireless networking technologies.
  • SD-WAN technologies (Fortinet, Cisco, Meraki, or similar).
  • ISP connectivity solutions, including DIA, MPLS, and point-to-point circuits.
  • VPN technologies, including SSL VPN solutions.

Security & Operations

• Understanding of network security principles, standards, and best practices.
• Ability to identify, assess, and escalate security risks and vulnerabilities.
• Experience securing network devices, switches, and wireless infrastructure.
• Understanding of network monitoring, alerting, and management tools.

Tools & Platforms

• Familiarity with:
  • Service management and ticketing systems (ServiceNow, 4Me/Xurrent, or similar).
  • Network monitoring platforms such as LogicMonitor, NetScout, Prometheus, Grafana, or equivalent.
  • SecureCRT and related administration tools.
  • Linux operating systems and basic shell scripting (advantageous).
  • Ansible and Python for automation (advantageous).
  • Infoblox (advantageous).

Behavioural Competencies

• Excellent customer service and client engagement skills.
• Strong verbal and written communication skills.
• Ability to work effectively across diverse cultures, teams, and stakeholder groups.
• Strong analytical and problem-solving abilities.
• Ability to apply active listening techniques and gather accurate information.
• Ability to prioritize workload and remain effective under pressure.
• Proactive, adaptable, and willing to learn new technologies.
• Ability to work independently while contributing to a team environment.
• Strong attention to detail and commitment to high-quality service delivery.
• Positive attitude with a customer-first mindset.
• Ability to plan, organize, and manage tasks effectively in a changing environment.

Qualifications & Certifications

Essential

• Diploma, Degree, or equivalent qualification in Information Technology, Computer Science, Networking, or a related field (or equivalent practical experience).
• CCNA Enterprise (or equivalent Cisco networking certification).
• ITIL Foundation (ITIL v4 preferred).

Advantageous

• CCNP Enterprise.
• Cisco DevNet Associate.
• Fortinet NSE4.
• Implementing Cisco SD-WAN Solutions (ENSDWI).
• CWNA or CWNP certifications.
• NetScout Certified Fundamentals.
• NetScout nGeniusONE Enterprise Essentials Fundamentals.
• Additional vendor certifications relevant to networking, wireless, security, or managed services environments.

Experience

Essential

• Entry-level networking experience or successful completion of a relevant graduate/internship programme.
• Experience troubleshooting and supporting enterprise network environments within a medium-to-large ICT organisation.
• Basic experience with network monitoring, incident management, and service request fulfilment.

Advantageous

• Experience within a managed services environment.
• Experience deploying or supporting enterprise network solutions.
• Exposure to wireless, security, SD-WAN, data centre, cloud, backup, or infrastructure services.
• Familiarity with vendor support processes for Cisco, Aruba, Fortinet, and related technologies.