Service Delivery Support Engineer

**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 (L1) is an entry level engineering role, responsible for operating in region and provides 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.

**What you'll be doing**

**Key Responsibilities**:

- Maintains the support process and ensures that requests for support are handled according to the procedures.
- Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
- Identifies and resolves problems following agreed procedures.
- Carries out agreed maintenance tasks.
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- 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.
- Prioritizes and diagnoses incidents according to agreed procedures.
- Investigates causes of incidents and seeks resolution.
- Escalates unresolved incidents and follows up until incident is resolved.
- Provides service recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures.
- Maintains 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 use.
- Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
- Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
- Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
- Identifies problems and errors prior to or when they occur.
- Logs all such incidents in a timely manner with the required level of detail with all the necessary.
- Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

**Knowledge, Skills and Attributes**:

- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
- Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
- Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.

**Academic Qualifications and Certifications**:

- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

**Required Experience**:

- Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
- Entry level experience in technical support to clients.
- Entry level experience in diagnosis and troubleshooting.
- Entry level experience providing remote support in Networking technologies.
- Entry level experience in relevant technology.

**Workplace type**:
Hybrid Working

**About NTT DATA**

**Equal Opportunity Employer