Field Support Engineer for Cross Technology Service Delivery

1 month ago

Singapore NTT Full time

Make an Impact with NTT DATA

NTT DATA is a global leader in business and technology services, renowned for our technical excellence and leading innovations. We're committed to helping clients innovate, optimize, and transform for long-term success.

Your Day at NTT DATA

The Cross Technology Service Delivery Field Support Engineer (L2) plays a vital role in our team, providing professional second-line remote and/or onsite technical support to clients by proactively identifying and resolving technical incidents and problems.

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 and 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 third-party vendors if necessary.
  • Follow the required handover procedures for shift changes to ensure service continuity.

Knowledge and Attributes:

  • Good communication 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 pressurized 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 the 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 field.
  • Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC, e.g., CCNP (DC), ONTApp, etc.
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP, etc.
  • Collaboration certifications such as - Valid CCNP Collaboration Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; Valid Webex Calling & Webex Contact Centre certification.

Required Experience:

  • Moderate level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
  • Moderate level experience in technical support to clients.
  • Moderate level experience in diagnosis and troubleshooting.
  • Moderate level experience providing remote support in Collaboration technologies.
  • Moderate level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling, etc.).
  • Basic understanding of Network routing and switching.

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.

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, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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