Remote Service Delivery Specialist

Eaton Group; Huelva; Remote; EUR 26,000 - 38,000; Full time

Job summary

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) in Spain to provide remote technical support, identify and resolve incidents, and ensure zero SLA misses. The role emphasizes using knowledge articles, incident diagnosis, and coordination with clients and vendors.

The position is entry-level and focuses on restoring services through proactive incident management and collaboration with other teams to maintain service quality.

Responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Uses service assurance software to investigate and diagnose problems, collects performance statistics and creates reports.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Uses knowledge articles in incident diagnosis and resolution and assists with updating as required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records.
• Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service.
• 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 assists 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 updates 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.
• Cooperates with all stakeholders including client IT environments, vendors

Job description

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) in Spain to provide remote technical support, identify and resolve incidents, and ensure zero SLA misses. The role emphasizes using knowledge articles, incident diagnosis, and coordination with clients and vendors.

The position is entry-level and focuses on restoring services through proactive incident management and collaboration with other teams to maintain service quality.