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 Remote Field Service Engineer (L4) is an advanced engineering role, operating in region and is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
Key responsibilities:
-
Maintains the support process and ensures that requests for support are handled according to the procedures.
-
Carries out agreed maintenance tasks.
-
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
-
Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
-
Escalates unresolved incidents and follows up until incident is resolved.
-
Documents and closes resolved incidents according to agreed procedures.
-
Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorised change, diversion, and inappropriate use.
-
Remotely investigates and identifies root cause of incidents and assists with the implementation of agreed remedies and preventative measures.
-
Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
-
Provides continuous feedback to clients and affected parties and updates all systems, portals and ticketing tools as prescribed by standard operating procedures.
-
Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
-
Aligns to company defined process and procedures in resolving client enquiries.
-
Supports engineers during issues arising out of scheduled maintenance activities.
-
Creates knowledge articles in incident diagnosis/resolution and assist with updating as and when required.
-
Upgrades skills and enhance knowledge on latest products and technologies and complete required certification.
-
Documents client solutions and knowledge sharing with the internal/external stakeholder.
-
Identifies operational/technical risks and provides suitable mitigation.
-
Analyzes and reviews repeat failures and works on permanent solution.
To thrive in this role, you need to have:
-
Advanced knowledge of technical documentation
-
Advanced knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
-
Advanced knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
-
Advanced problem solver who is highly driven and self-organized.
-
Excellent attention to detail.
-
Excellent analytical and logical thinking.
-
Excellent spoken and written communication skills.
-
Team player with the ability to work well with others and in group with colleagues and stakeholders.
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, CCIE, JNCIE, ACMP etc.
-
Cisco Dev Net certification.
Required experience:
-
Advanced experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
-
Advanced experience in technical support to clients.
-
Advanced experience in diagnosis and troubleshooting.
-
Advanced experience in providing remote support in Networking technologies.
-
Advanced experience in relevant technology.
**Workplace type: **
Remote 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.