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Networking Service Delivery Field Support Engineer (L1)
NTT Ltd.Cape Town, ZA28 days ago
Job descriptionThe 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 of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures. 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 in a timely manner with the required level of detail. Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution. Investigates first line support calls assigned and identify the root cause of incidents and problems following knowledge articles. Responds to and diagnoses all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time. Ensures incidents are updated 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 agreed 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. Good communicate skills, both verbal and written. Ability to plan activities and projects well in advance and take 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 apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting. 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. Bachelor's degree or equivalent in Information Technology or Computing or related field. Associate level certification in Networking technologies such as Cisco CCNA or Aruba ACSA Installation knowledge of the following technologies would be advantageous Cisco Routing / Switching / Wireless Aruba Routing / Switching / Wireless Meraki Routing / Switching / Wireless 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. ICT jobs
Job title : Networking Service Delivery Field Support Engineer (L1)
Job Location : Western Cape, Cape Town
Deadline : October 03, 2025
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Field Service Engineer • Cape Town, ZA
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