Service Delivery Support Engineer

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 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
- Prioritises 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 NTT 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 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 precedence
- Normally receives general instruction on work and new assignments
- Learns to use professional concepts.
- Working knowledge of technical documentation
- Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
- Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed etc
- Customer service orientated and pro-active thinking
- Problem solver who is highly driven and self-organised
- Great attention to detail
- Good analytical and logical thinking
- Excellent spoken and written communication skills
- Team 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 related
- Associate level certification in different Networking technologies such as 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 tec