Cross Technology Managed Services Engineer (L1)

About the role

As a Cross Technology Managed Services Engineer (L1) you will be the first point of contact for NTT DATA’s clients, ensuring their IT infrastructure remains operational and service level agreements are met. You will work across multiple technology domains, providing proactive monitoring, incident resolution and routine maintenance.

Key responsibilities

• Monitor client infrastructure and solutions to detect problems early.
• Investigate first‑line incidents, identify root causes and resolve them via phone, chat or ITSM tickets.
• Schedule and execute maintenance windows for patching and configuration changes.
• Follow handover procedures for shift changes to maintain service continuity.
• Report and escalate incidents when necessary and ensure comprehensive resolutions.
• Update existing knowledge articles or create new documentation.
• Identify opportunities for work optimisation, including automation and process improvement.
• Support project work and contribute to disaster‑recovery testing.

Required profile

• Experience in first‑line IT support and incident management.
• Ability to work across two or more technology domains (e.g., Cloud, Security, Networking, Applications, Collaboration).
• Willingness to work shift patterns and perform handovers.
• Strong analytical skills to pinpoint root causes of incidents.
• Proactive attitude toward preventing SLA breaches.

Required skills

• IT infrastructure monitoring.
• Incident investigation and resolution.
• Use of ITSM ticketing systems.
• Patch management and configuration changes.
• Knowledge‑base authoring and documentation.