Remote Field Service Engineer (L1) - System Safety

Airbus Defence And Space; Madrid; Remote; EUR 23,000 - 32,000; Full time

Job summary

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) to operate in-region and provide remote technical support to clients by identifying and resolving incidents. The role aims to restore service and ensure zero missed SLAs through proactive incident management.

The engineer will maintain support processes, use assurance tools, diagnose problems, perform maintenance tasks, and update knowledge articles while coordinating with teams to deliver effective service recovery.

Responsibilities

• Maintains the support process and ensures requests for support are handled per procedures.
• Uses service assurance software/tools to investigate and diagnose problems; collects stats and creates reports.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and updates them as required.
• Monitors service delivery against SLAs and maintains relevant records.
• Analyzes service records against SLAs to identify actions to maintain or 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 resolved.
• Documents and closes resolved incidents per procedures.
• Maintains configuration items (CIs) and protects assets from changes.
• Investigates root causes remotely and assists with remedies and preventative measures.
• Maintains knowledge of specialisms and provides detailed advice.
• Ensures efficient resolution by coordinating product requests with the team.
• Provides continuous feedback to clients and updates systems and portals as prescribed.

Job description

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) to operate in-region and provide remote technical support to clients by identifying and resolving incidents. The role aims to restore service and ensure zero missed SLAs through proactive incident management.

The engineer will maintain support processes, use assurance tools, diagnose problems, perform maintenance tasks, and update knowledge articles while coordinating with teams to deliver effective service recovery.