Field Service Technician Senior Para-Professional

Hitachi Automotive Systems Americas, Inc.; Palencia; Remote; EUR 25,000 - 38,000; Full time

Job summary

NTT DATA in Spain is seeking an entry-level Networking Remote Field Service Engineer (L1) to provide remote technical support to clients and help restore service quickly.

You will operate regionally, using service assurance tools to identify incidents, diagnose problems, and drive resolution while ensuring zero missed SLA conditions.

This role emphasizes proactive maintenance, accurate documentation, and collaboration with clients and internal teams to maintain high service quality.

Qualifications

• Experience in remote technical support is a plus.
• Ability to diagnose and resolve incidents following procedures.
• Strong documentation and communication skills.

Responsibilities

• Maintains the support process and ensures requests for support are handled according to procedures.
• Uses service assurance software to investigate and diagnose problems, collects performance statistics and creates reports.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Monitors service delivery against SLAs and maintains relevant records.
• Escalates unresolved incidents and follows up until resolution.

Skills

Remote support

Incident diagnosis

SLA awareness

Customer communication

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 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.
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