Data Centre Remote Hands Engineer
NTT
full-time
Posted on:
Location Type: Office
Location: Pennsylvania • Pennsylvania • United States
Visit company websiteExplore more
About the role
- Provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
- 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).
Requirements
- Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, EMC, Dell Avaya etc.
- Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
- Entry level experience in call center routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc.).
- Entry level experience in technical support to clients.
- Entry level experience in diagnosis and troubleshooting.
- Entry level experience providing remote support in Data Center technologies.
- Entry level experience in relevant technology.
- 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.
Benefits
- Equal Opportunity Employer with a global culture that embraces diversity
- Environment free of unfair discrimination and harassment
- Encouragement for career growth within a global team
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportdiagnosistroubleshootingcall center routing technologiesvoice over IPnetworkingIT infrastructureremote supportData Center technologiesconfiguration management
Soft skills
problem solvingcommunicationorganizationprioritizationcollaborationattention to detailservice recoveryincident managementreportingcustomer service
Certifications
Bachelor's degree in Information TechnologyAssociate level certification in Data Centre technologiesCCNA (DC)