Senior Technical Support Specialist

4 weeks ago

Singapore NTT Full time
Job Description

NTT DATA is seeking a skilled Senior Technical Support Specialist - Cross Technology Field Engineering to join our team. In this role, you will be responsible for providing second-line technical support and field engineering services to clients, ensuring the efficient and comprehensive resolution of incidents and requests.

Key Responsibilities:

  • Provide second-line remote and onsite technical support to clients.
  • Investigate second-line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
  • Liaise with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
  • 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.
  • 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.

Requirements:

  • 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- Ex: CCNP (DC), ONTApp etc.
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
  • Basic understanding of Network routing and switching.
  • Moderate level experience in Data Center technologies such as Cisco UCS server platform (B-series, E series blade servers, C-series rack servers), UCS Fabric Interconnects/ UCS Manager.
  • 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 (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.

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