Collaboration Service Delivery Field Support Engineer
2 months ago
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Collaboration Service Delivery Field Support Engineer (L3) isa 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.
Thie primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.
What you'll be doing
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.
Knowledge and Attributes:
Academic Qualifications and Certifications:
Required Experience:
Workplace type:
On-site Working 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, colour, 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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Singapur, Singapore NTT Full timeAbout the RoleThe Collaboration Service Delivery Field Support Engineer is a seasoned engineering role responsible for providing professional third-line remote and/or onsite technical support and field engineering services to clients.Key Responsibilities:Ensure that assigned infrastructure at the client site is configured, installed, tested, and...
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Singapur, Singapore NTT Full timeJob Title: Collaboration Service Delivery Field Support EngineerNTT DATA is seeking a seasoned Collaboration Service Delivery Field Support Engineer to join our team. As a key member of our technical support team, you will be responsible for providing professional third-line remote and/or onsite technical support and field engineering services to clients.Key...
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