Data Centre Remote Hands Engineer
NTT
full-time
Posted on:
Location Type: Office
Location: Pennsylvania • United States
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About the role
- Maintain the support process and ensure that requests for support are handled according to procedures.
- Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
- Identify and resolve problems following agreed procedures.
- Carry out agreed maintenance tasks.
- Ensure usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information.
- Analyze service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiate or report these actions.
- Prioritize and diagnose incidents according to agreed procedures.
- Investigate causes of incidents and seek resolution.
- Escalate unresolved incidents and follow up until incident is resolved.
- Provide service recovery, following resolution of incidents.
- Document and close resolved incidents according to agreed procedures.
- Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
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.
- 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.
Benefits
- Equal Opportunity Employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportdiagnosistroubleshootingservice delivery monitoringincident resolutionconfiguration managementcall center routing technologiesvoice over IP technologiesnetworkingIT infrastructure
Soft skills
problem solvingcommunicationcollaborationprioritizationdocumentation
Certifications
Bachelor's degree in Information TechnologyAssociate level certification in Data Centre technologiesCCNA (DC)