**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. **Job Description** The WAN Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The WAN Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests. **Key Roles and Responsibilities** ● Identify problems and errors prior to or when they occur ● Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction ● Investigate first line incidents assigned and identify the root cause of incidents and problems ● Report and escalate issues to 3rd party vendors ● Fulfil approved requests following agreed procedures ● Provide telephonic or chat support to clients when required ● Follow the required handover procedures for shift changes to ensure service continuity ● Report and escalate incidents where necessary ● Ensure the efficient and comprehensive resolutions of incidents and requests ● Proactively identify opportunities for work optimisation ● Update existing knowledge articles or create new ones ● Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities. ● Engineer will be part of a shift roster where 24/7 coverage is needed this in tales working night shifts **Knowledge, Skills and Attributes** ● Demonstrate excellent attention to detail ● Demonstrate good written and verbal communication skills ● Ability to plan activities well in advance, and considers possible changing circumstances ● Ability to maintain a positive outlook at work ● Ability to work well in a pressurised environment ● Ability to work hard and put in longer hours when it is necessary ● Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting ● Ability to adapt to changing circumstances ● Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey **Academic Qualifications** ● Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) **Experience** + 2–4 year’s work experience + At least 2 years’ experience in administering and troubleshooting network infrastructure devices **What will make you a good fit for the role?** + Up to date and relevant ITIL certification (Foundation Level) + CCNA + CCNP Advantageous + Cisco IOS + Wireless Knowledge + SDWAN experience advantageous. + Routing + LAN – WAN + Experience with Networking **Workplace type** **:** Hybrid Working **About NTT DATA** NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. **Equal Opportunity Employer** NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. **Third parties fraudulently posing as NTT DATA recruiters** NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us (global.careers@nttdata.com) .