Pentest Service Owner - Pharma

Ambit Iberia; Nava; Remote; EUR 28,000 - 36,000; Full time

Job summary

NTT DATA is seeking an entry‑level Networking Remote Field Service Engineer (L1) to provide remote technical support across Spain. You will diagnose incidents, restore services, and work with clients, vendors and internal teams to maintain SLAs.

The role requires a Bachelor’s degree in IT or Computing and entry‑level networking knowledge, with travel within Spain and a remote working arrangement. Fluency in English and Spanish is expected.

Qualifications

• Bachelor's degree in Information Technology or Computing or related field.
• Associate level networking certifications such as Cisco/JNCIA/ACMA are valued.
• Entry level experience in networking and remote client support is beneficial.

Responsibilities

• Provide remote technical support and identify incidents to restore service.
• Use service assurance tools to diagnose issues and collect performance data.
• Escalate unresolved incidents and follow up to resolution.
• Document incidents and maintain accurate configuration records.
• Coordinate with clients and vendors to expedite fixes and actions.
• Remain aware of SLA targets and ensure proactive issue management.

Skills

Communication skills

Planning skills

Cross-cultural collaboration

Active listening

Adaptability

Client focus

Multicultural teamwork

Vendor technologies knowledge

Education

Bachelors in IT/Computing

Networking certs (CCNA/JNCIA/ACMA)

Tools

Cisco

Juniper

Aruba

Riverbed

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 work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
• Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.

Academic qualifications and certifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

Required experience

• Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Networking technologies.
• Entry level experience in relevant technology.

Workplace type

Remote Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher's ( 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact. You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life. As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory's role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making-we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.

Learn about the Danaher Business Syste m which makes everything possible.

The Field Service Engineer is responsible for managing the installation and maintenance of Beckman Coulter products, including advanced IT solutions, at customer sites across Spain, ensuring optimal performance and customer satisfaction. This position reports to the Field Technical Service Supervisor and is part of the Field Technical Service and Application organization located in Spain and will be an on-site role. If you thrive in a fast-paced role and want to work to build a world-class Field Technical Service and Application organization-read on.

In this role, you will have the opportunity to:

• Conduct service, repair and/or installation of our products, as well as IT solutions at customer site, including electrical and mechanical testing in accordance with maintenance contracts.
• Make diagnoses of the system failures and determines most effective solution.
• Escalate complex issues to higher level of technical support or quality reporting system.
• Develop new customer service/product agreements.
• Respond to customer support calls within an assigned territory.

The essential requirements of the job include:

• Bachelor's degree in Engineering (Bioengineering, Electronic, Electrical, Mechanical) with multiple years of technical experience in service maintenance within Medical Devices/Diagnostics or another highly regulated industry.
• Fluent in English and Spanish

Travel, Motor Vehicle Record & Physical/Environment Requirements

• Ability to travel more than 50% within Spain, including overnight stays.
• Must have a valid driver's license with an acceptable driving record.

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

We offer comprehensive package of benefits including paid time off, medical/dental/insurance.

Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.