Service Delivery Support Engineer
hace 2 semanas
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today's 'iNTTerconnected' world, connections matter more now than ever.By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?The role of Networking Remote Field Service Engineer (L1) 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.
Working at NTT Key Roles and Responsibilities:
Maintains the support process and ensures that requests for support are handled according to the proceduresUses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriateIdentifies and resolves problems following agreed proceduresCarries out agreed maintenance tasksEnsures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when requiredPerforms defined tasks to monitor service delivery against service level agreements and maintains records of relevant informationAnalyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actionsPrioritises and diagnoses incidents according to agreed proceduresInvestigates causes of incidents and seeks resolutionEscalates unresolved incidents and follows up until incident is resolvedProvides service recovery, following resolution of incidentsDocuments and closes resolved incidents according to agreed proceduresMaintains secure, accurate, complete, and current configuration on configuration items (CIs)Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate useRemotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measuresMaintains knowledge of specific specialisms, provides detailed advice regarding their applicationEnsures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team membersProvides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by NTT standard operating procedures.
Identifies problems and errors prior to or when they occurLogs all such incidents in a timely manner with the required level of detail with all the necessaryCooperates with all stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution Knowledge, Skills and Attributes:Work is reviewed periodically based on a set of defined procedures or precedenceNormally receives general instruction on work and new assignmentsLearns to use professional concepts.
Working knowledge of technical documentationKnowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domainKnowledge of vendor technologies, such as Cisco, Juniper , Aruba , RiverBed etcCustomer service orientated and pro-active thinkingProblem solver who is highly driven and self-organisedGreat attention to detailGood analytical and logical thinkingExcellent spoken and written communication skillsTeam play 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 relatedAssociate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etcRequired Experience:
Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layersEntry level experience in technical support to clientsEntry level experience in diagnosis and troubleshootingEntry level experience providing remote support in Networking technologiesEntry level experience in relevant technologySkills Summary
Critical Thinking, Digital Communications, Logical Thinking, Networking Technologies, Problem Solving, TroubleshootingWorkplace type:
Hybrid WorkingEqual Opportunity Employer NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected categoryJoin our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good.With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
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