Networking Service Delivery Field Support Engineer (L1)

Overview

Join to apply for the Networking Service Delivery Field Support Engineer (L1) role at NTT DATA, Inc.

PT : Make an impact with NTT DATA. We are renowned for 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 Service Delivery Field Support Engineer (L1) is responsible for providing a professional first-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The role manages standard and low complexity incidents, conducts routine tasks while following standard practices and procedures.

Key responsibilities

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs such incidents with the required level of detail.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expedite diagnosis and resolution.
• Investigates first line support calls and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalates to L2 Field Engineer when unable to resolve within the stipulated time.
• Updates incidents with progress and resolution details in a timely manner using the required platform.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of remedies and preventative measures.
• Provides first line remote and onsite technical support to clients.
• Provides first line field engineering services to clients.
• Reports and escalates issues to 3rd party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.

To thrive in this role, you need to have :

Academic qualifications and certifications

Required experience

Workplace type

Hybrid 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 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, and the development, implementation and management of applications, infrastructure, and connectivity. We are also a leading provider of digital and AI infrastructure. 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 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.

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