Remote Network Support Engineer – Incident SLA Lead

Bright Horizons; Getafe; Remote; EUR 22,000 - 34,000; Full time

Job summary

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) to provide professional remote technical support and identify and resolve incidents to restore services, while ensuring SLA adherence. The role emphasizes cross-cultural communication and collaboration with clients and suppliers.

Responsibilities include incident diagnosis, maintenance tasks, and documentation, with a focus on root-cause analysis and preventing recurrence via knowledge articles and standardized

Qualifications

• Bachelor's or equivalent in IT or Computing.
• Associate level networking certifications (Cisco, Juniper, Aruba, CCNA, JNCIA, ACMA) preferred.
• Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Entry level experience providing remote support in Networking technologies.

Responsibilities

• Maintains the support process and ensures requests for support are handled per procedures.
• Uses service assurance tools to diagnose problems and collect performance statistics.
• Identifies and resolves problems following agreed procedures; escalates when needed.
• Performs defined maintenance tasks and documents resolution steps.
• Maintains configuration items and tracks changes to protect assets.

Skills

Cross-cultural communication

Remote support

Incident diagnosis

Maintenance tasks

Root cause analysis

Education

Bachelor's degree in Information Technology or Computing

Associate level networking certifications (Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA)

Tools

Cisco

Juniper

Aruba

Riverbed

Job description

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) to provide professional remote technical support and identify and resolve incidents to restore services, while ensuring SLA adherence. The role emphasizes cross-cultural communication and collaboration with clients and suppliers.

Responsibilities include incident diagnosis, maintenance tasks, and documentation, with a focus on root-cause analysis and preventing recurrence via knowledge articles and standardized