NTT DATA is hiring a Service Delivery Support Engineer to provide professional remote technical support to our clients. In this entry-level role, you will identify and resolve technical incidents and problems, ensuring service delivery meets all agreements.
What You'll Do
- Maintain the support process and ensure requests are handled according to defined procedures.
- Use service assurance tools to investigate and diagnose problems, collect performance data, and create reports.
- Identify and resolve problems following agreed-upon procedures.
- Perform defined monitoring tasks to track service delivery against service level agreements.
- Analyze service records to identify actions required to maintain or improve service quality.
- Prioritize, diagnose, and resolve incidents according to established processes.
- Investigate root causes of incidents and implement resolutions.
- Escalate unresolved incidents and follow up diligently until closure.
- Document and close all resolved incidents completely and accurately.
- Maintain secure and accurate configuration information for all managed assets.
- Provide continuous feedback to clients and update all ticketing systems and portals as required.
- Log all incidents in a timely manner with complete and required detail.
- Cooperate with all stakeholders, including client teams, vendors, and colleagues, to expedite diagnosis and resolution.
What We're Looking For
- A Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
- An associate-level certification in networking technologies such as Cisco CCNA, Juniper JNCIA, Aruba ACMA, or F5.
- Entry-level experience with Networking technologies including routing, switching, wireless, and distribution layers.
- Entry-level experience providing technical support and troubleshooting directly to clients.
- Entry-level experience providing remote support in networking environments.
- Entry-level knowledge of vendor technologies such as Cisco, Juniper, Aruba, and RiverBed.
- Entry-level knowledge of management agent concepts, redundancy, and remote console architecture.
- Ability to communicate and work effectively across different cultures and social groups.
- Ability to plan activities well in advance while adapting to changing circumstances.
- Ability to maintain a positive outlook and work well under pressure.
- Ability to work hard and put in longer hours when necessary.
- Ability to apply active listening techniques and adapt to new situations.
- A strong client focus, understanding their requirements and creating a positive experience.
Technical Stack
- Cisco
- Juniper
- Aruba
- RiverBed
- F5
Work Mode
This position follows a hybrid work model.
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.
