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Your day at NTT DATA

As an MS Engineer (L1): Desktop, you will provide onsite and remote desktop support to our clients, responding to and resolving incidents and service requests while delivering a high level of customer satisfaction. You will be responsible for maintaining, managing, and supporting end-user devices in line with client requirements and service agreements.

Main Duties / Key Accountabilities

- Provide high-quality, timely customer service and technical support to clients.
- Respond to, investigate, and resolve incidents and service requests escalated from the Service Desk.
- Build, image, configure, and deploy laptops and desktops using Microsoft Intune and Windows Autopilot.
- Support multiple Standard Operating Environments (SOEs), including desktop operating systems and applications.
- Diagnose and resolve hardware, software, and end-user device issues.
- Respond promptly to high-priority incidents and service requests in line with agreed service levels.
- Manage and coordinate the end-to-end technical resolution of incidents, either remotely or onsite.
- Liaise with vendors and third-party providers as required to facilitate timely issue resolution.
- Perform data and telephony cable patching as required.
- Escalate complex or unresolved issues to the appropriate technical teams or management.
- Proactively maintain and develop technical knowledge and professional skills,



including developing and maintaining technical documentation.
- Adhere to and advocate NTT DATA and client IT standards, policies, and procedures.
- Communicate IT-related incidents, issues, and updates to relevant stakeholders in a clear and timely manner.
- Participate in technical projects, including implementation activities, technical assessments, issue tracking, and project support.
- Develop a sound understanding of the scope, delivery processes, and service commitments associated with NTT DATA services.
- Maintain a flexible and adaptable approach to support evolving technologies, client environments, and business requirements.

Skills

- Strong technical troubleshooting skills across desktop, endpoint, hardware, software, and application environments.
- Experience supporting multiple Standard Operating Environments (SOEs).
- Strong working knowledge of Windows 11, macOS, and Microsoft 365 applications.
- Hands-on knowledge of Microsoft Intune, including device provisioning, application deployment, reporting, and endpoint management.
- Knowledge of Windows Autopilot for endpoint provisioning and deployment.
- LAN and network connectivity troubleshooting skills, including DHCP, TCP/IP, and general network connectivity.
- Hardware troubleshooting and laptop break/fix capability.




- Experience supporting VPN and remote-access solutions.
- Printer and peripheral support.
- Smartphone and mobile device support, including iOS and Android.
- Knowledge of desktop security practices, including malware/virus handling, spam, and security incident escalation.
- Experience with data and telephony cable patching.
- Strong customer service, interpersonal, coordination, and communication skills.
- Strong initiative, accountability, attention to detail, and problem-solving capability.
- Ability to work independently and collaboratively within a team in a fast-paced environment.
- Proactive and adaptable, with the ability to quickly learn new technologies and client environments.
- Solid relationship-building and collaboration skills, with a willingness to share knowledge and contribute to continuous improvement.

Qualifications

- Relevant IT or technical qualifications are highly regarded.
- Relevant industry certifications are desirable, such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
- Knowledge and understanding of ITIL practices, SLAs, incident management, service request management, and IT service management processes.
- Experience Minimum 3 years' experience in a desktop support, end-user computing, or similar technical support role.
- Demonstrated experience providing both onsite and remote technical support within a client-focused environment.
- Experience supporting and troubleshooting end-user devices, desktop operating systems, applications, and associated peripherals.
- Experience using Microsoft Intune and Windows Autopilot for endpoint deployment and management.
- Experie

📌 MS Engineer (Sydney)
🏢 Ntt Australia
📍 Sydney