Remote IT Support Technician — Entry Level

Cross Border Talents; Málaga; Remote; EUR 30,000 - 48,000; Full time

Job summary

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) to operate in-region and deliver remote technical support to clients. The role focuses on identifying and resolving incidents, driving them to resolution and ensuring SLA adherence.

You will work with service assurance software, update knowledge articles, and coordinate with teams to restore service quickly. This entry-level engineering position offers exposure to incident management, problem isolation, and proactive maintenance

Qualifications

• Entry-level engineering role operating in-region.
• Provides remote technical support to clients by identifying and resolving incidents.

Responsibilities

• Maintains the support process and ensures requests for support are handled according to procedures.
• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics 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 assist with updating as required.
• Performs defined tasks to monitor service delivery against SLAs and maintains records of relevant information.
• Analyses service records against agreed service levels to identify actions to improve levels of service.
• 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 security and accuracy of configuration items (CIs) and related data.
• Applies tools to track, log and protect information on CIs.
• Remotely investigates root causes and assists with remedies and preventative measures.
• Maintains knowledge of specialisms and provides advice on their application.
• Ensures efficient resolution of incidents by coordinating product requests and collaboration with team members.
• Provides continuous feedback to clients and updates systems and portals as prescribed by SOPs.

Tools

Service assurance software

Job description

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) to operate in-region and deliver remote technical support to clients. The role focuses on identifying and resolving incidents, driving them to resolution and ensuring SLA adherence.

You will work with service assurance software, update knowledge articles, and coordinate with teams to restore service quickly. This entry-level engineering position offers exposure to incident management, problem isolation, and proactive maintenance