Managed Services Engineer

PT. NTT Indonesia Solutions (Jakarta JK, Indonesia) 9 days ago
Managed Services Engineer

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.  

Want to be a part of our team?

MS Service Engineer (L2)
Your career here is about believing in yourself, and taking on great opportunities and new challenges.
It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team.
Are you ready to take the next step in your career?

The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS – Services Engineer (L2) focuses on second line support for incidents and requests with medium to high level of complexity.

Working at NTT

What you'll be doing

Stakeholder engagement
  • Internal: engage with internal Service desk and L1 services engineering team for any support related issues, provide assistance, instructions and general direction to L1 engineers and manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for all such engagements. Provide updates to cross functional services or client advocacy on incidents / tickets that require their attention
  • External: proactively act as first-line technical support for clients (including the analysis, assignment and escalation thereof).
General Skills and attributes

Managed Services:

Identifies and resolves technical problems and fulfills requests following agreed procedures. Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents. Plans and carries out agreed maintenance and proactive tasks and fulfills requests as required. Works with L1 and L3 engineering teams for changes, capacity, continual service improvement, identifying opportunities to increase efficiencies.

Service Level Management:

Proactively monitors the ticket queues along with consistent updates of the tasks completed to confirm the resolution of incidents or completion of requests within agreed SLAs. Monitors work queues (for example: Incident, Request, Problem) to ensure tasks are completed within agreed SLA.  Tracks work queues and escalates to Team / Tech Leads for any possible SLA breaches.

Incident Management:

Follows work instructions / SOPs along with inherent technical capabilities to identify, analyze, diagnose and resolve incidents and requests.  Interacts with client to gather additional info to enable faster resolutions of incidents / requests. Actively analyses incidents / requests to produce knowledge articles enhancing knowledge base as quick referral for Service Desk and L1 teams increasing First time resolutions. Actively contributes and works with automation teams for effort optimizations and automating routine tasks.

Configuration Management:

Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes. Identifies root cause of non-compliant configuration items and takes ownership to remediate. Also ensure no unauthorised changes are executed on the CI.

Problem Management:

Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix. Actively contributes to the problem management process and takes ownership for problem tickets assigned to him / her. Engages and work with L3 engineering team for appropriate decisions and work for implementation of the necessary corrective and preventive actions


Actively collaborates with local and global teams for effective working. Adapts to global work culture and coaches junior team members and also L1 engineers and Service Desk teams. Actively networks with CoEs and cross functional teams. Participates in all team events and organisation initiatives.

Work Outputs

Monitor operational infrastructure

The MS – Services Engineer (L2) takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA.

Identify problems and errors

The MS – Services Engineer (L2) proactively identifies problems and errors before they impact a client’s service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including client’s IT team, vendors, carriers and necessary Dimension Data functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.

Incident management

As required, the MS – Services Engineer (L2) will take responsibility receiving calls and incidents at the services desk. They assist in the analysis and resolution or assignment of a ticket.  Actively communicates with all internal teams, client or vendor for all troubleshooting tasks, with consistent updates to tickets on the progress and resolution. Resolves most of the incidents, actively seeks support from L3 and SME for major and complex tickets.  Leads and manages all initial client escalation for operational issues.

Change management

Actively contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals.

Shift handover

The MS – Services Engineer (L2) diligently completes the shift handover process by documenting all pending tasks (open tickets) to be completed in next shift and highlights any critical tasks to be focussed on, such as P1 tickets and requests or exceptions.

Knowledge management

The MS – Services Engineer (L2) will actively apply knowledge articles for routine activities. Actively contributes in creating and updating knowledge articles. Produces knowledge articles / work instructions for the tasks to be performed by Service Desk & L1 teams to enhance first call resolution rates.

Quality Management

The MS – Services Engineer (L2) Engineer audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort. They plan and execute approved maintenance activities

Education required

  • Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
  • 13-15 years of education
Work experience required
  • 4-8 years of relevant experience
  • Must possess essential and operational knowledge in ticketing tools preferably Service Now.
  • Strong client service orientation and passion for achieving or exceeding expectations
  • Excellent written and verbal communication skills
Specific Skills and attributes Network Engineer Requirements (2 positions):

a. In-depth understanding of switching technologies:

  • Spanning-tree protocols (STP, MST, PVST)
  • Port-channel/VPC
  • VDC

b. In-depth understanding of communication protocols (mainly TCP/IP) and routing protocols technologies below:

  • BGP
  • OSPF
  • IS-IS (optional)

c. At least 3 years experience in MPLS Networking
d. Experience and knowledgeable on Cisco ACI is a plus

e. Familiar with the following platform: 

  • Cisco ASR9K families
  • Cisco Nexus 3000 families
  • Cisco Nexus 5000 families
  • Cisco Nexus 7000 families
  • Cisco 65xx families (optional)
  • Cisco ASR900 families (optional)
  • Cisco ACI (will be prioritized)

f. Having Certification CCNP (CCIE is preferred)
g. Experience with network diagnostic, monitoring and analysis tools
h. Knowledge of coding languages for scripting (e.g Python, Perl) is a plus
i.Having experience in supporting Telco/ISP network will be prioritized

Load Balancing Engineer Requirements (2 position):

a. In-dept understanding and hands-on experience on F5 BIG-IP LTM and GTM devices OR Citrix NetScaler

b. MUST have integration/configuration/administration experience, and possess a solid Network background including an understanding of switch, network routing, and firewall concepts.

c. MUST possess very strong troubleshooting skills as well as a strong TCP understanding as it pertains to packet inspection and TCP flow in the Network and Application flows

d. MUST have a very good understanding of DNS functionality and concepts as it relates to IPv4 and IPv6. 

e. Knowledge and experience regarding F5 BIG-IP LTM VIP configuration with health check

f. F5 BIG-IP iRule programming and troubleshooting experience

g. Extensive knowledge of Citrix NetScaler VIP configuration with health check

h. Knowledge and experience with Citrix NetScaler Global Load Balancing (gslb) configuration

i. Candidate MUST have production environment experience consisting of Global load balancing, Local load balancing, SSL acceleration, HTTP compression/caching, and DNS

j. Certified in F5 BIG-IP CA AND F5 BIG-IP LTM is preferred. additional F5 and Citrix certification is a plus

Security Engineer Requirements (2 position):

a.   Able to demonstrate technical knowledge for Next-Generation Firewall for ( minimum of 2 on the following products):

  • Fortinet product, 
  • Check Point product, 
  • Palo Alto product,
  • Juniper Firewall product

(Professional to Expert level certification ie : Fortinet NSE6/NSE7/NSE8, Check Point CCSE/CCSM, Palo Alto PCNSE, Juniper JNCIP-Sec / JNCIE-Sec is a plus).

b.    Able to demonstrate technical knowledge for this product ( minimum of 2 on the following products):

  • RSA SecurID (Certified SecurID Access Associates / Professional)
  • Algosec Firewall Analyzer (Certified Algosec Security Administrator (CASA) Level 1 – User or Level 2 – Administrator)
  • McAfee DLP / IPS Product (Certified McAfee DLP / ATD Certification)
  • Aruba Clearpass (Certified Aruba Clearpass ACCP / Aruba Clearpass ACCX)

c.    Able to demonstrate Packet Flow for security perimeter domain / technology, ie : NGFW Packet Flow, Security Feature Packet Flow, Transport & Application flow.

d.    Endpoint Product: DLP, AV, Configuration Management / Orchestration, Access Management (PAM, SSO, etc), Vulnerability Management (VA, Patch Management, etc).

e.    Familiar with 4 Security Architecture Reference Model : Infrastructure Security, Endpoint Security, Application Security & Operations Security.

f.    Able to demonstrate *nix CLI skill & Packet analyze skill (TCPdump / Wireshark) is a plus

What would make you a good fit for this role?

If you believe that you can do anything, we're here to help you do it.

Diversity Statement

We are an equal opportunity employer with a global culture that embraces diversity.  All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

What will make you a good fit for the role?

Join our growing global team and accelerate your career with us. Apply today.

Equal opportunity employer

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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