Cross Technology Service Delivery Field Support
2 weeks ago
**Key Responsibilities**:
- Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensures that any software that is part of the solution is installed and configured according to client requirements.
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
- Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
- Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
- Provides second line remote and onsite technical support to clients.
- Provides second line field engineering services to clients.
- Reports and escalates issues to 3rd party vendors if necessary.
- Follows the required handover procedures for shift changes to ensure service continuity.
**Knowledge and Attributes**:
- Good communicate 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 adapt to changing circumstances.
- Ability to place 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- Ex: CCNP (DC), ONTApp etc.
- Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
**Required Experience**:
- 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)
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Singapore NTT DATA, Inc. Full timeCross Technology Service Delivery Field Support Engineer (L2) Join to apply for the Cross Technology Service Delivery Field Support Engineer (L2) role at NTT DATA, Inc. Cross Technology Service Delivery Field Support Engineer (L2) 1 week ago Be among the first 25 applicants Join to apply for the Cross Technology Service Delivery Field Support Engineer...
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