Remote Field Service Engineer — SLA & Incident Resolver

Ryanair Group Holdings; Madrid; A distancia; EUR 28.000 - 34.000; Jornada completa

Descripción de la vacante

NTT DATA in Madrid is seeking an entry level Networking Remote Field Service Engineer (L1) to provide remote technical support to clients by identifying and resolving incidents.

You will work to restore service and ensure SLA compliance, using service assurance tools, documenting incidents and maintaining CI records. This role offers hands-on experience in a multinational environment.

Formación

• Entry-level engineering role.
• Remote technical support to clients.
• Identify and resolve technical incidents.

Responsabilidades

• Maintains the support process and ensures requests are handled per procedures.
• Uses service assurance software to investigate problems and collects performance stats.
• Identifies and resolves problems following 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 improve levels of service.
• Prioritizes and diagnoses incidents per procedures.
• Investigates causes and seeks resolution.
• Escalates unresolved incidents and follows up until resolved.
• Documents and closes resolved incidents.
• Maintains configuration items and protects assets from unauthorized changes.
• Applies tools to track and correct information on CIs.
• Remotely investigates root causes and assists with remedies.

Descripción del empleo

NTT DATA in Madrid is seeking an entry level Networking Remote Field Service Engineer (L1) to provide remote technical support to clients by identifying and resolving incidents.

You will work to restore service and ensure SLA compliance, using service assurance tools, documenting incidents and maintaining CI records. This role offers hands-on experience in a multinational environment.