NTT DATA is looking for a Networking Remote Field Service Engineer (L1) to provide professional remote technical support, ensuring client service requests and incidents are resolved without missing service level agreements. This entry-level role is responsible for identifying and resolving technical issues within the region.
What You'll Do
- Maintain the support process and ensure requests are handled according to procedures.
- Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports.
- Identify and resolve problems following agreed procedures.
- Carry out agreed maintenance tasks.
- Ensure usage of knowledge articles in incident diagnosis and resolution and assist with updating them.
- Perform defined tasks to monitor service delivery against service level agreements and maintain records.
- Analyze service records against service levels to identify actions required to maintain or improve service.
- Prioritize and diagnose incidents according to agreed procedures.
- Investigate causes of incidents and seek resolution.
- Escalate unresolved incidents and follow up until resolution.
- Provide service recovery following resolution of incidents.
- Document and close resolved incidents according to agreed procedures.
- Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
- Apply tools, techniques and processes to track, log and correct information related to CIs.
- Remotely investigate and identify root cause of incidents and assist with implementing remedies and preventative measures.
- Maintain knowledge of specific specialisms and provide detailed advice.
- Ensure efficient and comprehensive resolution of incidents, coordinating product requests and working with team members.
- Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools.
- Identify problems and errors prior to or when they occur.
- Log all incidents in a timely manner with the required level of detail.
- Cooperate with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis and resolution.
What We're Looking For
- Bachelor's degree or equivalent in Information Technology, Computing, or related field.
- Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA.
- Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
- Entry level experience in technical support to clients.
- Entry level experience in diagnosis and troubleshooting.
- Entry level experience providing remote support in Networking technologies.
- Entry level experience in relevant technology.
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance considering changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when necessary.
- Ability to apply active listening techniques.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements.
- Entry level knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed.
- Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
Technical Stack
- Cisco
- Juniper
- Aruba
- RiverBed
- F5
Work Mode
This is a remote position.
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity, committed to providing an environment free of unfair discrimination and harassment, and does not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
