Cross Technology Service Delivery Field Support Engineer

Overview

Cross Technology Service Delivery Field Support Engineer (L2) -1 at NTT T DATA, Inc.

Join to apply for the Cross Technology Service Delivery Field Support Engineer (L2)-1 role at NTT DATA, Inc.

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 Cross Technology Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-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 restores 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 Service Level Agreement (SLA) conditions. The Cross Technology Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

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 expedi te 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.

Requirements

• Good communication skills, both verbal and written.
• Ability to plan activities and projects well in advance and adapt to changing circumstances.
• Ability to maintain a positive outlook and work well in a pressurized environment.
• Willingness to work longer hours when necessary.
• Active listening and effective information gathering techniques.
• Ability to adapt to changing circumstances and place the client at the forefront of interactions.

Academic qualifications and certifications

• Bachelor’s degree or equivalent in Information Technology or Computing or related field.
• Professional level certifications in Data Centre technologies (e.g., Cisco, NetApp, EMC; ex: CCNP (DC), ONTAP, etc.).
• Professional level certifications in Networking technologies (e.g., Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP, etc.).
• Collaboration certifications such as CCNP Collaboration; Microsoft Voice certification (MS700 & MS720) advantageous; Webex Calling & Webex Contact Centre certification.

Required experience

• Moderate experience in Collaboration technologies (Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony).
• Moderate experience in technical support to clients.
• Moderate experience in diagnosis and troubleshooting.
• Moderate experience providing remote support in Collaboration technologies.
• Moderate experience with Cisco product stack, SBCs (e.g., AudioCodes, Oracle), CUBE, Webex calling, etc.
• Basic understanding of network routing and switching.

Workplace type

On-site

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 invest over $3.6 billion annually in R&D. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem. Our services include consulting, data and AI, industry solutions, and the development, implementation and management of applications, infrastructure, and connectivity. 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 do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. We are an equal opportunity workplace.

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