Networking Service Delivery Field Support Engineer (L1)

Overview

Provide first-line onsite technical support and field engineering services to NTT DATA clients, proactively identifying and resolving standard, low-complexity networking incidents within SLA.

What you'll do

• Ensure assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensure any software that is part of the solution is installed and configured according to client requirements.
• Proactively identify problems and errors as they occur and log incidents in a timely manner with the required level of detail.
• Liaise with stakeholders including client IT environments, carriers and colleagues to expedite diagnosis and identify resolution.
• Investigate first line support calls assigned and identify root cause of incidents and problems following knowledge articles.
• Respond to and diagnose all alerts, and escalate to 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 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 3rd party vendors if necessary.
• Follow required handover procedures for shift changes to ensure service continuity.

What you'll need

• Bachelor's degree or equivalent in Information Technology, Computing or related field.
• Associate level certification in different networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
• 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.
• Good verbal and written communication skills.
• Ability to plan activities and projects well in advance and account for 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 necessary.
• Ability to apply active listening techniques such as paraphrasing, probing for further information and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place the client at the forefront of all interactions and create a positive client experience throughout the total client journey.

Details

• Location: Mumbai, India.
• Workplace type: On-site.