Remote Field Service Engineer — Test Automation & Embedded

Iav Gmbh; Barcelona; Remote; EUR 25,000 - 38,000; Full time

Job summary

NTT DATA is seeking to grow its Networking Remote Field Service Engineer (L1) team. This entry level role focuses on delivering remote technical support to clients, diagnosing incidents, and driving efficient resolutions to meet SLA commitments.

You will use service assurance tools, maintain incident records, and collaborate with users and suppliers to restore services promptly while following defined procedures.

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 agreement 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

Job description

NTT DATA is seeking to grow its Networking Remote Field Service Engineer (L1) team. This entry level role focuses on delivering remote technical support to clients, diagnosing incidents, and driving efficient resolutions to meet SLA commitments.

You will use service assurance tools, maintain incident records, and collaborate with users and suppliers to restore services promptly while following defined procedures.