Cross Technology Service Delivery Field Support Engineer
4 weeks ago
As a Cross Technology Service Delivery Field Support Engineer, you will play a crucial role in providing professional second-line remote and/or onsite technical support and field engineering services to clients. Your primary objective will be to ensure all requests, process events, and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
Key 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 colleagues, to expedite diagnosis of errors and problems and to identify a resolution.
- Investigate second-line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
- Respond to and diagnose all alerts, escalate to L3 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 assist with the implementation of agreed remedies and preventative measures.
- Provide second-line remote and onsite technical support to clients.
- Provide second-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.
What You'll Need
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC.
- Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5.
Required Experience:
- Basic understanding of Network routing and switching.
- Moderate level experience in Data Center technologies such as Cisco UCS server platform.
- Moderate level experience in technical support to clients.
- Moderate level experience in diagnosis and troubleshooting.
- Moderate level experience providing remote support in Data Center and Storage technologies.
- Moderate level experience in relevant technology such as VMware vCenter Server and ESXI, Netapp AFF / FAS, Dell Poweredge, HP Proliant, Microsoft Windows Server, RHEL / Ubuntu Linux.
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and 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. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
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Singapur, Singapore NTT Full timeJob Title: Cross Technology Service Delivery Field Support EngineerWe are seeking a highly skilled and experienced Cross Technology Service Delivery Field Support Engineer to join our team. As a key member of our technical support team, you will be responsible for providing expert-level technical support and field engineering services to our clients.Key...
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Singapur, Singapore NTT Full timeJob Title: Cross Technology Service Delivery Field Support EngineerNTT DATA is seeking a skilled Cross Technology Service Delivery Field Support Engineer to join our team. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our clients, ensuring the smooth operation of their IT...
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