Remote Technical Services Lead – Network Incident & Reporting

Ethos; Madrid; Remote; EUR 24,000 - 42,000; Full time

Job summary

NTT DATA is seeking a Remote Field Service Engineer (L1) to provide professional remote technical support to clients, identify and resolve incidents, and restore services while meeting SLA commitments. You will work across cultures, maintain knowledge bases, and coordinate with vendors to ensure quick resolutions.

The role emphasizes strong diagnostic skills, customer-facing communication, and the ability to operate in a distributed, remote environment.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

Responsibilities

• Maintains the support process and ensures requests are handled per procedures.
• Uses service assurance software to investigate and diagnose problems.
• Escalates unresolved incidents and follows up until resolution.
• Documents and closes resolved incidents according to procedures.

Skills

Communication across cultures

Project planning

Positive attitude

High-pressure work

Active listening

Adaptability

Customer-centric

Vendor technologies (Cisco, Juniper,Ar

Education

Bachelor's degree in IT or Computing

Associate networking certs (Cisco, Juniper, Aruba, CCNA)

Tools

Cisco

Juniper

Aruba

RiverBed

Job description

NTT DATA is seeking a Remote Field Service Engineer (L1) to provide professional remote technical support to clients, identify and resolve incidents, and restore services while meeting SLA commitments. You will work across cultures, maintain knowledge bases, and coordinate with vendors to ensure quick resolutions.

The role emphasizes strong diagnostic skills, customer-facing communication, and the ability to operate in a distributed, remote environment.