NTT DATA is looking for a Networking Remote Field Service Engineer (L1) to provide a professional remote technical support service to our clients. In this entry-level engineering role, you will operate within your region to identify and resolve technical incidents and problems, driving service restoration through preemptive and reactive support activities.
What You'll Do
- Maintain the support process and ensure requests are handled according to defined procedures.
- Use service assurance software and tools to investigate, diagnose problems, collect performance statistics, and create reports.
- Identify and resolve problems following agreed procedures and perform agreed maintenance tasks.
- Ensure usage of knowledge articles in incident diagnosis and resolution and assist with updating them as required.
- Monitor service delivery against service level agreements and maintain records of relevant information.
- Analyze service records regularly to identify actions required to maintain or improve service levels.
- Prioritize and diagnose incidents according to agreed procedures, investigating causes and seeking resolution.
- Escalate unresolved incidents and follow up until resolution is achieved.
- Provide service recovery following incident resolution and document and close resolved incidents per 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 the root cause of incidents and assist with implementing remedies and preventative measures.
- Maintain knowledge of specific specialisms and provide detailed advice regarding their application.
- Ensure efficient resolution of incidents, coordinating product requests and working with other team members.
- Provide continuous feedback to clients and update all systems, portals, and ticketing tools as prescribed.
- Identify problems and errors prior to or when they occur, logging all incidents in a timely manner with required 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 a related field.
- Associate-level certification in different Networking technologies such as Cisco (CCNA), Juniper (JNCIA), Aruba (ACMA), F5, etc.
- 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, in diagnosis and troubleshooting, and in providing remote support in Networking technologies.
- Entry-level knowledge of vendor technologies such as Cisco, Juniper, Aruba, RiverBed.
- Entry-level knowledge of management agent concepts, redundancy concepts, and remote console architecture within the supported technical domain.
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities well in advance, adapt to changing circumstances, and maintain a positive outlook.
- Ability to work well in a pressurized environment and put in longer hours when necessary.
- Ability to apply active listening techniques and place clients at the forefront of all interactions.
Work Mode
This is a fully remote position.
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 and do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
