It Service Manager

Volkswagen Group Services Valencia; Granada; Remote; EUR 25,000 - 35,000; Full time

Job summary

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) to join our regional team in Spain. This entry-level role provides remote technical support to clients by identifying and resolving incidents and problems.

You will use service assurance tools, monitor service delivery, and document incidents while escalating unresolved issues to ensure zero missed SLA conditions. Training is provided to develop skills in network services and customer care.

Qualifications

• Entry level engineering role
• Provides remote technical support to clients
• Maintains and follows procedures for support requests
• Uses service assurance tools to investigate and diagnose problems
• Monitors service delivery against SLAs and logs information
• Documents and closes resolved incidents according to procedures

Responsibilities

• Maintains the support process and ensures requests are handled according to procedures
• Uses service assurance software and tools to investigate and diagnose problems
• Identifies and resolves problems following agreed 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 identify actions to improve levels of service
• Prioritizes and diagnoses incidents according to procedures
• Investigates causes of incidents and seeks resolution
• Escalates unresolved incidents and follows up until resolution
• Provides service recovery after incidents
• Documents and closes resolved incidents
• Maintains configuration on CIs
• Applies tools, techniques and processes to track, log

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