MS Engineer L2 - End User at NTT Ltd.

Key Roles and Responsibilities:

• Experience managing Microsoft Active Directory, Exchange on-premise and Office 365 and Windows Server in enterprise environments.
• Proactively monitors the work queues.
• Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Update tickets with resolution tasks performed
• Identify, Investigate, analyze 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
• Communicate with other teams and clients for extending support
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Work with automation teams for effort optimisation and automating routine tasks
• Identify problems and errors before they impact a client’s service
• Contribute to the change management process by logging all change requests with complete details for standard and nonstandard 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
• Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
• Be willing to work USA East Coast time zone, 14:00 – 22:00 (SAST)

Academic Qualifications

• Bachelor’s degree in Computer Science or a related field preferred, not required
• Minimum of 3+ years of experience in a similar enterprise environment.
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft 365 Certified: Messaging Administrator Associate