Applications Engineer - Complex Machinery Bids

Syntegon Technology GmbH; Barcelona; On-site; EUR 28,000 - 36,000; Full time

Job summary

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) to provide remote technical support to clients, identify and resolve incidents, and drive service improvements. The role emphasizes adherence to SLAs and the use of knowledge resources to restore services efficiently.

As an entry-level engineer, you will operate regionally, working with colleagues and clients to ensure consistent service delivery and escalation when needed.

Qualifications

• Entry-level engineering role focused on remote technical support to clients.
• Responsibilities include diagnosing incidents, resolving problems, and maintaining service records.
• Uses service assurance tools and knowledge articles to aid incident resolution.

Responsibilities

• Maintains the support process and handles requests per procedures.
• Uses service assurance software to diagnose problems and collect performance statistics.
• Identifies and resolves problems following agreed procedures.
• Performs defined maintenance tasks and updates knowledge articles as needed.
• Monitors service delivery against SLA and maintains relevant records.
• Analyses service records to identify actions to maintain or improve SLAs.
• Prioritizes and diagnoses incidents according to procedures.
• Escalates unresolved incidents and follows up until resolution.
• Provides service recovery as required.

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 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 agreement 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