Cross Technology Service Delivery Field Support Engineer (L1)

Overview

The Cross Technology Service Delivery Field Support Engineer (L1) is an entry level engineering role providing first-line remote and/or onsite technical support and field engineering services to clients. The role manages standard and low complexity incidents, performs routine tasks using standard practices and procedures, and works to prevent missed Service Level Agreement (SLA) conditions.

What you'll do

• Configure, install, test and maintain assigned infrastructure at the client site so it is operational.
• Install and configure software that is part of the solution according to client requirements.
• Proactively identify problems and errors and log incidents in a timely manner with the required level of detail.
• Liaise with client IT environments, carriers and colleagues to expedite diagnosis and identify resolutions.
• Investigate first line support calls and identify root causes following knowledge articles.
• Respond to and diagnose alerts, escalating to the L2 Field Engineer when unable to resolve within the stipulated time.
• Update incidents with progress and resolution details in a timely manner using the required platform.
• Ensure the efficient and comprehensive resolution of incidents and requests.
• Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigate problems in systems, processes and services and assist with implementing agreed remedies and preventative measures.
• Provide first line remote and onsite technical support to clients.
• Provide first line field engineering services to clients.
• Report and escalate issues to third-party vendors if necessary.
• Follow required handover procedures for shift changes to ensure service continuity.

What you'll need

• Good communication skills, both verbal and written.
• Ability to plan activities and projects well in advance and take possible changing circumstances into account.
• 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 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 the client at the forefront of all interactions, understand their requirements and create a positive client experience throughout the total client journey.
• Bachelor's degree or equivalent in Information Technology, Computing or a related field.
• Associate level certification in different Data Centre technologies such as Cisco, NetApp and EMC, for example CCNA (DC).
• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba and F5, including CCNA, JNCIA and ACMA.
• Valid CCNA Certification required.
• Entry level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP and 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, including Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's and Webex calling.
• Entry level understanding of Network routing and switching.

Nice to have

• Microsoft Voice certification (MS700 & MS720).
• Webex Calling certification.

Details

• Location: Srinagar, India.
• Workplace type: On-site working.
• The role provides first-line remote and/or onsite technical support and field engineering services to clients.
• The role includes following handover procedures for shift changes to ensure service continuity.