Remote Network Support Engineer (L1)

Capgemini; Barcelona; Remote; EUR 24,000 - 36,000; Full time

Job summary

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) for an entry level role. You will operate in region, delivering remote technical support to clients by identifying and resolving incidents and problems to restore services and meet SLAs.

You will use service assurance tools, document incidents, monitor service delivery, and work with users and suppliers to drive issues to resolution while following established procedures.

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.
• Carries 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.

Job description

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) for an entry level role. You will operate in region, delivering remote technical support to clients by identifying and resolving incidents and problems to restore services and meet SLAs.

You will use service assurance tools, document incidents, monitor service delivery, and work with users and suppliers to drive issues to resolution while following established procedures.