Remote Network Incident Owner

Ambit Iberia; Marbella; Remote; EUR 26,000 - 36,000; Full time

Job summary

NTT DATA in Spain is seeking an entry-level Networking Remote Field Service Engineer (L1) to provide remote technical support to clients, identify incidents and drive resolutions to meet SLA targets.

You will use service assurance tools, document incidents, monitor SLAs, and coordinate with clients, vendors and internal teams to restore services promptly while expanding your knowledge in Cisco, Juniper, Aruba and Riverbed technologies.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing.
• Associate level certifications in networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA.
• Entry level experience in networking technologies and remote client support.
• Knowledge of management agent concepts and remote console architecture is a plus.

Responsibilities

• Maintains the support process and ensures requests for support are handled according to procedures.
• Uses service assurance tools to investigate and diagnose problems, collects performance statistics and creates reports for users and suppliers.
• Identifies and resolves problems following agreed procedures.
• Monitors service delivery against service level agreements and maintains relevant records.
• Escalates unresolved incidents and follows up until resolution, documenting outcomes.
• Maintains secure, accurate configuration on configuration items (CIs) and tracks related information.

Skills

Cross-cultural communication

Project planning

Customer focus

Active listening

Adaptability

Remote work

Vendor knowledge

Education

Bachelor's degree in Information Technology or Computing

Networking certifications (CCNA, JNCIA, etc.)

Tools

Cisco

Juniper

Aruba

Riverbed

Job description

NTT DATA in Spain is seeking an entry-level Networking Remote Field Service Engineer (L1) to provide remote technical support to clients, identify incidents and drive resolutions to meet SLA targets.

You will use service assurance tools, document incidents, monitor SLAs, and coordinate with clients, vendors and internal teams to restore services promptly while expanding your knowledge in Cisco, Juniper, Aruba and Riverbed technologies.