Airworthiness & Sb Engineer — Travel Perks & Growth

Ryanair Group Holdings; Madrid; A distancia; EUR 28.000 - 34.000; Jornada completa

Descripción de la vacante

NTT DATA in Madrid is seeking an entry level Networking Remote Field Service Engineer (L1) to provide remote technical support to clients by identifying and resolving incidents.

You will work to restore service and ensure SLA compliance, using service assurance tools, documenting incidents and maintaining CI records. This role offers hands-on experience in a multinational environment.

Formación

• Entry-level engineering role.
• Remote technical support to clients.
• Identify and resolve technical incidents.

Responsabilidades

• Maintains the support process and ensures requests are handled per procedures.
• Uses service assurance software to investigate problems and collects performance stats.
• Identifies and resolves problems following procedures.
• Carries out agreed maintenance tasks.
• Uses knowledge articles in incident diagnosis and resolution.
• Monitors service delivery against SLAs and maintains records.
• Analyzes service records to improve levels of service.
• Prioritizes and diagnoses incidents per procedures.
• Investigates causes and seeks resolution.
• Escalates unresolved incidents and follows up until resolved.
• Documents and closes resolved incidents.
• Maintains configuration items and protects assets from unauthorized changes.
• Applies tools to track and correct information on CIs.
• Remotely investigates root causes and assists with remedies.

Descripción del empleo

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 Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides 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.

Key responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
• 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 follows 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.