Remote Network Support Engineer (Entry‑Level)

Barceló Arrendamientos Hoteleros, S.L.; Yaiza; Remote; EUR 28,000 - 38,000; Full time

Job summary

NTT DATA is seeking an entry level Networking Remote Field Service Engineer (L1) to operate in a remote capacity and provide professional remote technical support to clients. The role focuses on restoring service by resolving incidents and ensuring adherence to SLA conditions.

Key responsibilities include incident diagnosis, maintenance tasks, and coordination with clients and vendors to expedite resolutions, while maintaining accurate configuration records and knowledge articles.

Qualifications

• 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.

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.
• Caries 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 agreements 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 resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identifies problems and errors prior to or when they occur.
• Logs all such incidents in a timely manner with the required level of detail with all the necessary.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Skills

Communication across cultures

Project planning

Customer experience

Adaptability

Active listening

Education

Bachelor's degree in IT/Computing

Associate networking certifications

Tools

Cisco

Juniper

Aruba

Riverbed

Job description

NTT DATA is seeking an entry level Networking Remote Field Service Engineer (L1) to operate in a remote capacity and provide professional remote technical support to clients. The role focuses on restoring service by resolving incidents and ensuring adherence to SLA conditions.

Key responsibilities include incident diagnosis, maintenance tasks, and coordination with clients and vendors to expedite resolutions, while maintaining accurate configuration records and knowledge articles.