Remote Network Test Engineer (Entry Level)

Hmy; Granada; Remote; EUR 24.000 - 34.000; Vollzeit

Zusammenfassung

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) to operate in the region and provide professional remote technical support to clients by identifying and resolving incidents and problems, driving them to an effective resolution and ensuring SLA targets are met.

You will use service assurance tools and collaborate with client IT teams to diagnose issues, escalate where needed, and keep ticketing systems up to date.

Qualifikationen

• Ability to communicate and work across different cultures.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at all times.

Aufgaben

• Maintain the support process and ensure requests for support are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensure usage of knowledge articles in incident diagnosis and resolution and assist with updating as required.
• Monitor service delivery against SLA and maintain records of relevant information.
• Analyze service records against agreed service levels to identify actions to improve levels of service.
• Prioritize and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seek resolution.
• Escalate unresolved incidents and follow up until resolution.
• Provide service recovery after incidents are resolved.
• Document and close resolved incidents according to procedures.
• Maintain configuration on configuration items (CIs) and protect assets from unauthorized changes.
• Remotely investigate root causes and assist with remedies.
• Maintain knowledge of specialisms and provide detailed advice.
• Ensure efficient resolution by coordinating product requests with teams.
• Provide feedback to clients and update systems and portals as prescribed.
• Identify problems before or as they occur.
• Log all incidents with required detail and coordinate with stakeholders.
• Collaborate with client IT environments, vendors, carriers and colleagues to expedite resolutions.

Kenntnisse

Communication across cultures

Project planning

Positive attitude

Jobbeschreibung

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer (L1) to operate in the region and provide professional remote technical support to clients by identifying and resolving incidents and problems, driving them to an effective resolution and ensuring SLA targets are met.

You will use service assurance tools and collaborate with client IT teams to diagnose issues, escalate where needed, and keep ticketing systems up to date.