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?**

**Working at NTT**

The Remote Field Service Engineer is responsible for providing a professional second-line remote technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. This role will restore service to clients by managing incidents and seeing them through to an effective resolution through pre-emptive service incident and resolution activities.

**Key Role and Responsibilities**:

- Proactively act as second-line remote technical support and provide field engineering services for clients
- Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
- Identify problems and errors prior to or when they occur
- Investigate technical support calls and identify the root cause of incidents and problems
- Ensure the efficient and comprehensive resolution of incidents and requests
- Provide continuous feedback to clients and affected parties
- Check knowledge articles to investigate and resolve incidents
- Document work instructions used in resolving incidents
- Provides technical support to field engineers, technicians, and product support personal
- Review the recurring or high impact incidents and manage them through problem management process
- Provide remote client support and/or training as needed
- Diagnose issues, discern customer needs, and troubleshoot instruments and software and to find solutions to repair instruments
- Perform preventative maintenance on systems according to defined protocols

**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 pressurised environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to adapt to changing circumstances
- Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent in information Technology, Computer Science, or relevant qualification
- Certifications of the following vendor technologies is highly preferred: Cisco, Riverbed, Bluecoat, Checkpoint, F5, Alcatel Lucent, Genesys, RSA Security, NetApp, HP, Avaya, Juniper, Palo Alto etc.

**Experience required**:

- Experience in providing remote technical support to clients
- Experience in following technologies is considered highly preferred: Call centre routing technologies, Voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers), IT infrastructure (storage, backup, computing, server virtualization and etc)
- Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
- Experience troubleshooting and responding to customer concerns.

**What will make you a good fit for the role?**

**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.