The Associate Network Engineer (L1) will provide managed service support to clients, ensuring their IT infrastructure remains operational and incident resolution is achieved promptly. The role focuses on first‑line support for standard incidents and service requests while meeting zero missed SLA conditions. Key Responsibilities Identify problems and errors prior to or when they occur Routinely identify common incidents and opportunities for avoidance and incident reduction Investigate first‑line incidents and determine root cause of incidents and problems Report and escalate issues to third‑party vendors Fulfill approved requests following agreed procedures Provide telephonic or chat support to clients as required Follow handover procedures for shift changes to ensure service continuity Ensure efficient and comprehensive resolution of incidents and requests Proactively identify opportunities for work optimisation, automation, and process improvement Update existing knowledge articles or create new ones Engineer will be part of a shift roster where 24/7 coverage is required, including night shifts Qualifications & Requirements Excellent attention to detail Good written and verbal communication skills Ability to plan activities well in advance and adapt to changing circumstances Positive outlook at work, ability to work well under pressure, willingness to work extra hours when necessary Active listening techniques (paraphrasing, probing, refraining from interrupting) Client‑first mindset, creating a positive client experience throughout the client journey Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) 2–4 years of experience; at least 2 years in administering and troubleshooting network infrastructure devices Up‑to‑date ITIL Foundation certification (advantageous) CCNA, CCNP (advantageous) Advantageous: Cisco IOS, Wireless Knowledge, SD‑WAN experience Routing LAN–WAN experience; experience with networking workplace tools Work Arrangements Hybrid working. Shift roster required for 24/7 coverage, including night shifts. Equal Opportunity Employer 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. #J-18808-Ljbffr