Remote Field Service Engineer - Incident Resolution & SLA

Gates Corporation; Barcelona; Hybrid; EUR 28,000 - 32,000; Full time

Job summary

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) in Barcelona to provide remote technical support. You will identify and resolve incidents, restore services, and ensure zero missed SLA conditions through pre-emptive actions and documented processes.

Responsibilities include using service assurance tools, maintaining records, and collaborating with users, staff and suppliers to resolve issues efficiently.

Responsibilities

• Maintains the support process and ensures requests are handled per procedures.
• Uses service assurance software to diagnose problems and generate reports.
• Identifies and resolves problems following defined procedures.
• Performs scheduled maintenance tasks.
• Uses knowledge articles for diagnosis and updates them as needed.
• Monitors service delivery against SLAs and keeps records.
• Analyzes service records to identify actions to improve levels.
• Prioritizes and diagnoses incidents per procedures.
• Investigates causes and seeks resolution.
• Escalates unresolved incidents and follows up to resolution.
• Provides service recovery.

Job description

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) in Barcelona to provide remote technical support. You will identify and resolve incidents, restore services, and ensure zero missed SLA conditions through pre-emptive actions and documented processes.

Responsibilities include using service assurance tools, maintaining records, and collaborating with users, staff and suppliers to resolve issues efficiently.