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Collaboration Service Delivery Field Support Specialist
2 months ago
We are seeking a seasoned Collaboration Service Delivery Field Support Engineer to join our team. As a key member of our support team, you will be responsible for providing expert technical support and field engineering services to our clients.
Key Responsibilities- Configure, install, test, and operate assigned infrastructure at client sites.
- Install and configure software according to client requirements.
- Proactively identify problems and errors, logging incidents in a timely manner with detailed information.
- Liaise with stakeholders to expedite diagnosis and resolution of errors and problems.
- Investigate third-line support calls, identifying root causes and implementing knowledge articles.
- Respond to and diagnose alerts, escalating to L4 Field Engineer when necessary.
- Update incidents with progress and resolution details in a timely manner using the required platform.
- Ensure 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, assisting 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 as necessary.
- Follow handover procedures for shift changes to ensure service continuity.
- Create work instructions to resolve incidents as required.
- Create knowledge articles and work instructions for incident diagnosis and resolution.
- Excellent communication skills, both verbal and written.
- Ability to plan activities and projects well in advance, considering possible 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, such as paraphrasing and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to prioritize client needs and create a positive client experience.
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Relevant Collaboration technology certifications, such as CCNP Collaboration, Microsoft Voice certification, and Webex Calling & Webex Contact Centre certification.
- Seasoned experience in Collaboration technologies, such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, and IP Telephony.
- Seasoned experience in technical support to clients.
- Seasoned experience in diagnosis and troubleshooting.
- Seasoned experience providing remote support in Collaboration technologies.
- Sound knowledge of Network routing and switching.
NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.
We are an Equal Opportunity Employer, proud to be a global company that embraces diversity and inclusion. 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.
