Hardware Test Engineer

Hmy; Granada; Remote; EUR 24,000 - 34,000; Full time

Job summary

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) to operate in the region and provide professional remote technical support to clients by identifying and resolving incidents and problems, driving them to an effective resolution and ensuring SLA targets are met.

You will use service assurance tools and collaborate with client IT teams to diagnose issues, escalate where needed, and keep ticketing systems up to date.

Qualifications

• Ability to communicate and work across different cultures.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at all times.

Responsibilities

• Maintain the support process and ensure requests for support are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensure usage of knowledge articles in incident diagnosis and resolution and assist with updating as required.
• Monitor service delivery against SLA and maintain records of relevant information.
• Analyze service records against agreed service levels to identify actions to improve levels of service.
• Prioritize and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seek resolution.
• Escalate unresolved incidents and follow up until resolution.
• Provide service recovery after incidents are resolved.
• Document and close resolved incidents according to procedures.
• Maintain configuration on configuration items (CIs) and protect assets from unauthorized changes.
• Remotely investigate root causes and assist with remedies.
• Maintain knowledge of specialisms and provide detailed advice.
• Ensure efficient resolution by coordinating product requests with teams.
• Provide feedback to clients and update systems and portals as prescribed.
• Identify problems before or as they occur.
• Log all incidents with required detail and coordinate with stakeholders.
• Collaborate with client IT environments, vendors, carriers and colleagues to expedite resolutions.

Skills

Communication across cultures

Project planning

Positive attitude

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.
+ 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.
+ Identifies problems and errors prior to or when they occur.
+ Logs all such incidents in a timely manner with the required level of detail with all the necessary.
+ Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Knowledge, Skills and Attributes

+ Ability to communicate and work across different cultures and social groups.
+ Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
+ Ability to maintain a positive outlook at