Data Centre Service Delivery Field Support Engineer (L2)

Dimension Data / NTT ltd; Dubai; In loco; AED 140.000 - 220.000; Tempo pieno

Descrizione del lavoro

NTT DATA seeks a Data Center Service Delivery Field Support Engineer L2 to provide second-line onsite technical support and field engineering, with a focus on proactive incident resolution and SLA adherence. You will manage routine incidents, coordinate with clients and vendors, and deliver reliable data center services.

The role requires a bachelor’s degree in IT or computing, plus data center networking experience and relevant certifications.

Competenze

• Bachelor's degree in Information Technology or computing or related field.
• Professional certifications in Data Center technologies (e.g., CCNP DC, NetApp, EMC).
• Moderate experience building, deploying, and supporting data center networking.

Mansioni

• Manage second-line onsite technical support and field engineering.
• Identify root causes of incidents and escalate as needed.
• Ensure SLA compliance and update incidents with progress.
• Coordinate with clients, carriers and vendors for resolution.
• Provide remote and onsite field engineering services.

Conoscenze

Communication skills

Planning & organization

Work under pressure

Active listening

Client-centric approach

Formazione

Bachelor's degree

Data Center certifications

Strumenti

Cisco Nexus

MDS switches

Descrizione del lavoro

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society Our workplace embraces diversity and inclusion it s a place where you can grow belong and thrive

Your day at NTT DATA

The Data Center Service Delivery Field Support Engineer L2 is a developing engineering role responsible for providing a professional second-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems Through pre-emptive service incident and resolution activities this role restores service to clients by managing incidents and seeing them through to an effective resolution The primary objective of this role is to ensure all requests process events and resolution incidents result in zero missed Service Level Agreement SLA conditions The Data Center Service Delivery Field Support Engineer L2 is responsible for managing standard and low complexity incidents conducting routine repetitive tasks whilst using readily available information and following standard practices and procedures

Key responsibilities

• Ensures that the assigned infrastructure at the client site is configured installed tested and operational
• Ensures that any software that is part of the solution is installed and configured according to client requirements
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail
• Liaises with all stakeholders including client IT environments carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution
• Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles
• Responds to and diagnoses all alerts elevate to L3 Field Engineer when unable to resolve within the stipulated time
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform
• Ensures the efficient and comprehensive resolution of incidents and requests
• Applies tools techniques and processes to track log report on and correct configuration items components and changes
• Investigates problems in systems processes and services and assists with the implementation of agreed remedies and preventative measures
• Provides second line remote and onsite technical support to clients
• Provides second line field engineering services to clients
• Reports and escalates issues to 3rd party vendors if necessary
• Follows the required handover procedures for shift changes to ensure service continuity

To thrive in this role you need to have

• Good communicate skills both verbal and written
• Ability to plan activities and projects well in advance and take into account possible 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 it is 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 client at the forefront of all interactions
• understanding their requirements and creating a positive client experience throughout the total client journey

Academic qualifications and certifications

Bachelor s degree or equivalent in Information Technology or Computing or related field Professional level certification in different Data Centre technologies such as Cisco NetApp EMC- Ex CCNP DC ONTApp etc

Required experience

Moderate level of experience in building deploying and supporting data center networking infrastructure Intermediate knowledge of data center network equipment like Nexus and MDS series switching and integration into server and storage technologies

Workplace type

On-site Working

About NTT DATA

NTT DATA is a 30 billion business and technology services leader serving 75 of the Fortune Global 100 We are committed to accelerating client success and positively impacting society through responsible innovation We are one of the world s leading AI and digital infrastructure providers with unmatched capabilities in enterprise-scale AI cloud security connectivity data centers and application services Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future As a Global Top Employer we have experts in more than 70 countries We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners NTT DATA is part of NTT Group which invests over 3 billion each year in R amp D

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity We are committed to providing an environment free of unfair discrimination and harassment We do not discriminate based on age race colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category Join our growing global team and accelerate your career with us