Cross Technology Service Delivery Field Support Engineer – L1
NTT DATA, Inc.
full-time
Posted on:
Location Type: Office
Location: Noida • India
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About the role
- Provide professional first-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.
- Restore service to clients by managing incidents and seeing them through to an effective resolution.
- Ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
- Manage standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
- Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail.
- Liaise with all stakeholders to expedite diagnosis of errors and problems and to identify a resolution.
- Investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
- Respond to and diagnose all alerts, escalating to L2 Field Engineer when unable to resolve within the stipulated time.
- Ensure incidents are updated with progress and resolution details in a timely manner using the required platform.
- Investigate problems in systems, processes and services and assist with the implementation of agreed remedies and preventative measures.
- Provide first line remote and onsite technical support to clients.
- Report and escalate issues to 3rd party vendors if necessary.
- Follow the required handover procedures for shift changes to ensure service continuity.
Requirements
- Bachelor's degree or equivalent in Information Technology or Computing or related field
- Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
- Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
- Collaboration certifications such as - Valid CCNA Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; and Webex Calling certification advantageous.
- Entry level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
- Entry level experience in technical support to clients.
- Entry level experience in diagnosis and troubleshooting.
- Entry level experience providing remote support in Collaboration technologies.
- Entry level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.).
- Entry level understanding of Network routing and switching.
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
technical supportincident managementtroubleshootingnetwork routingnetwork switchingconfigurationinstallationtestingremote supportfield engineering
Soft Skills
problem-solvingcommunicationcollaborationstakeholder managementtime managementattention to detailcustomer serviceproactive identificationdiagnosisescalation
Certifications
Bachelor's degree in Information TechnologyCCNACCNA (DC)JNCIAACMAMicrosoft Voice certification (MS700)Microsoft Voice certification (MS720)Webex Calling certification