Customer Service Automation Leader & Systems Enablement

Hopper; Gijón; A distancia; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

NTT DATA in Spain is seeking an entry-level Networking Remote Field Service Engineer (L1) to provide remote technical support and resolve incidents to restore services.

You will use service assurance tools, follow procedures, document incidents, and work with customers and internal teams to prevent recurrence.

This role offers growth in a diverse environment and the chance to contribute to high SLA performance while embracing remote work.

Responsabilidades

• 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

Descripción del empleo

NTT DATA in Spain is seeking an entry-level Networking Remote Field Service Engineer (L1) to provide remote technical support and resolve incidents to restore services.

You will use service assurance tools, follow procedures, document incidents, and work with customers and internal teams to prevent recurrence.

This role offers growth in a diverse environment and the chance to contribute to high SLA performance while embracing remote work.