Networking Service Delivery Field Support Engineer

5 months ago

Singapur, Singapore NTT DATA Full time

Job Description

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 Networking Service Delivery Field Support Engineer (L3) is responsible for providing a professional third-line 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. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

What you'll be doing

Key Roles and Responsibilities:

Ensure that the assigned infrastructure at the client site is configured, installed, tested and operationalEnsure that any software that is part of the solution is installed and configured according to client requirementsProactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detailLiaise with all stakeholders including client IT environments, carriers and NTT colleagues to expediate diagnosis of errors and problems and to identify a resolutionInvestigate third line support calls assigned and identify the root cause of incidents and problems following knowledge articlesRespond to and diagnose all alerts, escalate to L4 Field Engineer when unable to resolve within the stipulated timeEnsure incidents are updated with progress and resolution details in a timely manner using the required platformEnsure the efficient and comprehensive resolution of incidents and requestsApply tools, techniques and processes to track, log, report on and correct configuration items, components and changesInvestigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measuresProvide third line remote and onsite technical support to clientsProvide third line field engineering services to clientsReport and escalate issues to 3rd party vendors if necessaryFollow the required handover procedures for shift changes to ensure service continuityCreate work instructions to resolve incidents as requiredCreate knowledge articles and work instructions for usage in incident diagnosis and resolution


Knowledge, Skills and Attributes:

Seasoned, experienced professional; has complete knowledge and understanding of area of specialisationUses evaluation, judgment, and interpretation to select right course of actionExcellent communicate skills, both verbal and writtenAbility to plan activities and projects well in advance, and take into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility 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 relatedProfessional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.Cisco Dev Net certification


Required Experience:

Seasoned experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layersSeasoned experience in technical support to clientsSeasoned experience in diagnosis and troubleshootingSeasoned experience providing remote support in Networking technologiesSeasoned experience in relevant technology

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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