Networking Service Delivery Field Support Engineer

1 week ago

Singapore NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Networking Service Delivery Field Support Engineer (L3) is responsible for providing a professional third-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

What you'll be doing

Key Roles and Responsibilities:

  • Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
  • Ensure that any software that is part of the solution is installed and configured according to client requirements
  • Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
  • Liaise with all stakeholders including client IT environments, carriers and NTT colleagues to expediate diagnosis of errors and problems and to identify a resolution
  • Investigate third line support calls assigned and identify the root cause of incidents and problems following knowledge articles
  • Respond to and diagnose all alerts, escalate to L4 Field Engineer when unable to resolve within the stipulated time
  • Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
  • Ensure the efficient and comprehensive resolution of incidents and requests
  • Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes
  • Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
  • Provide third line remote and onsite technical support to clients
  • Provide third line field engineering services to clients
  • Report and escalate issues to 3rd party vendors if necessary
  • Follow the required handover procedures for shift changes to ensure service continuity
  • Create work instructions to resolve incidents as required
  • Create knowledge articles and work instructions for usage in incident diagnosis and resolution


Knowledge, Skills and Attributes:

  • Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
  • Uses evaluation, judgment, and interpretation to select right course of action
  • Excellent communicate skills, both verbal and written
  • Ability to plan activities and projects well in advance, and take into account possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurised environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Computing or related
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.
  • Cisco Dev Net certification


Required Experience:

  • Seasoned experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers
  • Seasoned experience in technical support to clients
  • Seasoned experience in diagnosis and troubleshooting
  • Seasoned experience providing remote support in Networking technologies
  • Seasoned experience in relevant technology

Workplace type:

On-site Working

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. Accelerate your career with us. Apply today

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