Cross Technology Service Delivery Field Support Engineer

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Your day at NTT DATA
The Cross Technology Service Delivery Field Support Engineer (L3) is a seasoned engineering role, responsible for providing a professional third-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution.

The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

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 third line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalate to L4 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 third line remote and onsite technical support to clients.
• Provides third 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.
• Creates work instructions to resolve incidents as required.
• Creates knowledge articles and work instructions for usage in incident diagnosis and resolution.

To thrive in this role, you need to have:

• Excellent 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 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 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 Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.; Cisco Dev Net certification preferred.

Additional certifications such as:

• Valid CCNP Collaboration Certification required.
• Microsoft Voice certification (MS700 & MS720) advantageous.
• Valid Webex Calling & Webex Contact Centre certification.
• HPE Proliant servers, 3PAR, Primera, Alletra, Simplicity, Synergy, StoreOnce, MSA Storage.
• Dell PowerEdge servers, Unity, PowerStore, PowerScale Isilon. Recoverpoint Appliance/VE, PowerProtect/Data Domain, VxRail.
• VMware Certified VCP-DCV, vSAN, SRM.
• Dell Information Storage Associate - DCA-ISM.
• Veeam Backup and Recovery and or Veritas Netbackup.
• Azure Fundamentals.
• Cisco UCS Servers.
• Cisco MDS and Brocade SAN Switches - Zoning.

Required experience:

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

Workplace type:

On-site Working

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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

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