Data Centre Smart Hands Engineer

NTT America, Inc.; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A global technology services leader is seeking a Data Center Remote Field Service Engineer in Toronto, Canada. This seasoned role involves providing remote technical support to clients, troubleshooting issues, and ensuring service level agreements are met. Applicants should have a Bachelor's degree in IT and 5 to 7 years of experience in relevant technologies and data centers. The position offers a hybrid working environment with a target hourly range of $25 - $43 depending on experience.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing.
• Expertise in at least two Data Center technologies.
• Seasoned experience providing remote support in Data Center technologies.

Responsibilities

• Provide professional remote technical support to clients.
• Identify and resolve technical incidents and problems.
• Document and close resolved incidents according to agreed procedures.

Skills

Technical documentation

Customer service orientation

Problem-solving

Analytical thinking

Communication skills

Team collaboration

Education

Bachelor's degree in Information Technology or related field

Professional certification in Data Center technologies

Tools

Cisco

EMC

Dell

NetApp

Job description

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 Remote Field Service Engineer is a seasoned engineering role, operating in region and is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.

The location required is Toronto, Canada.

Key responsibilities:

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• 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.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follow 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).
• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
• Creates knowledge articles in incident diagnosis/resolution and assist with updating as and when required.
• Upgrades skills and enhances knowledge on latest products and technologies and completes required certification.

To thrive in this role, you need to have:

• Seasoned knowledge of technical documentation
• Seasoned knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Seasoned knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
• Seasoned customer service orientated and pro-active thinking.
• Seasoned problem solver who is highly driven and self-organized.
• Excellent attention to detail.
• Excellent analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in group with colleagues and stakeholders.

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.
• Expertise in at least two Data Centre technologies.

Required experience:

• Seasoned 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.).
• Seasoned experience in technical support to clients.
• Seasoned experience in diagnosis and troubleshooting.
• Seasoned experience providing remote support in Data Center technologies.
• Seasoned experience of 5 to 7 years in relevant technology.

Target Hourly Range: $25 - $43/hr (based on experience)

NTT intends to offer a base hourly pay rate within this range dependent upon factors such as experience and job-related requirements.

Join our growing global team and accelerate your career with us.

Workplace type

Hybrid 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 50 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&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. Apply today.

Third parties fraudulently posing as NTT DATA recruiters

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