Remote Network Incident Specialist

Ambit Iberia; Oña; Remoto; EUR 26.000 - 38.000; Tempo pieno

Descrizione del lavoro

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) to operate regionally and provide professional remote technical support to clients by identifying and resolving incidents. The role focuses on restoring service, meeting SLAs, and driving incidents to resolution through proactive service, proper documentation, and coordination with stakeholders.

Responsibilities include maintaining support processes, diagnosing issues with service assurance tools, and escalating

Competenze

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

Mansioni

• Maintain the support process and ensure requests for support are handled per procedures.
• Investigate and diagnose problems using service assurance software and tools; collect performance stats and report.
• Identify and resolve problems following agreed procedures and carry out maintenance tasks.
• Use knowledge articles in incident diagnosis and resolution and update as required.
• Monitor service delivery against SLAs and maintain relevant records.
• Analyze service records to identify actions to improve service levels and initiate required actions.
• Prioritize and diagnose incidents per procedures and escalate unresolved incidents.
• Provide service recovery and close resolved incidents per procedures.
• Maintain accurate configuration on configuration items (CIs) and protect assets from unauthorized change.
• Remotely investigate root causes and assist with remedies and preventative measures.
• Maintain knowledge of specialisms and provide detailed advice on their application.
• Ensure efficient resolution of incidents by coordinating product requests with team members.
• Provide feedback to clients and update systems and ticketing tools as prescribed.

Conoscenze

Communication across cultures

Project planning

Positive attitude

Work under pressure

Willingness to work longer hours

Active listening

Adaptability

Client-focused

Networking basics

Remote troubleshooting

Formazione

Bachelor's degree in Information Technology or Computing

Associate networking certifications (e.g. CCNA, JNCIA, ACMA)

Strumenti

Cisco equipment

Juniper equipment

Aruba equipment

RiverBed

Descrizione del lavoro

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) to operate regionally and provide professional remote technical support to clients by identifying and resolving incidents. The role focuses on restoring service, meeting SLAs, and driving incidents to resolution through proactive service, proper documentation, and coordination with stakeholders.

Responsibilities include maintaining support processes, diagnosing issues with service assurance tools, and escalating