Remote Networking Growth Strategist

Reach Digital; Madrid; Remote; EUR 24,000 - 32,000; Full time

Job summary

NTT DATA in Madrid is hiring a Networking Remote Field Service Engineer (L1) to provide remote technical support, identify and resolve incidents, and drive resolutions to meet SLA targets.

This entry-level role requires an IT or Computing degree and basic networking knowledge. You will maintain support processes, use diagnostic tools, document incidents, and work with clients and vendors to restore services. This is an entry-level position with remote work options.

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.
• Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Networking technologies.
• Entry level experience in relevant technology.

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.
• Maitains configuration items (CIs) securely and updates related data.
• Applies tools, techniques and processes to track, log and correct information related to CIs.
• Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maitains knowledge of specific specialisms and provides detailed advice.
• Ensures efficient and comprehensive resolution of incidents, including coordinating product requests.
• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed.
• Identifies problems and errors prior to or when they occur.
• Logs all such incidents and cooperates with stakeholders to expedite resolution.

Skills

Cross-cultural communication

Planning ahead

Positive attitude

Work under pressure

Active listening

Adaptability

Client-focused service

Cisco

Juniper

Aruba

Riverbed

Management agent concepts

Remote console architecture

Education

Bachelor's degree in Information Technology or Computing

Associate level networking certifications

Job description

NTT DATA in Madrid is hiring a Networking Remote Field Service Engineer (L1) to provide remote technical support, identify and resolve incidents, and drive resolutions to meet SLA targets.

This entry-level role requires an IT or Computing degree and basic networking knowledge. You will maintain support processes, use diagnostic tools, document incidents, and work with clients and vendors to restore services. This is an entry-level position with remote work options.