Networking Service Delivery Field Support Specialist
2 months ago
About NTT DATA
NTT DATA is a leading global provider 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.
Job Summary
We are seeking a seasoned Networking Service Delivery Field Support Specialist to provide third-line onsite technical support and field engineering services to clients. The successful candidate will be responsible for proactively identifying and resolving technical incidents and problems, ensuring all requests, process events, and resolution incidents result in zero missed SLA conditions.
Key Responsibilities
- Ensure that assigned infrastructure at client sites is configured, installed, tested, and operational.
- Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail.
- Liaise with stakeholders, including client IT environments, carriers, and NTT colleagues, to expedite diagnosis of errors and problems and 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.
- 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 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.
Requirements
- Seasoned experience in Networking technologies, including 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.
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.
Workplace Type
On-site Working
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