Service Advisor

Jobtailor; Asturias; Remote; EUR 30,000 - 39,000; Full time

Benefits offered by this job

Remote working

Job summary

NTT DATA is seeking an entry-level Networking Remote Field Service Engineer to join our global team. You will provide remote technical support, diagnose incidents, and drive resolutions while meeting SLA commitments.

Responsibilities include monitoring service delivery, updating tickets, and collaborating with vendors and clients. Basic knowledge of Cisco/Juniper/Aruba and networking concepts is required, with opportunities to learn and grow in a remote-friendly environment.

Qualifications

• Entry-level networking knowledge including routing, switching and wireless.
• Familiarity with IT support processes and incident handling.
• Basic understanding of vendor technologies and remote diagnostic methods.

Responsibilities

• Maintains the support process and ensures requests are handled per procedures.
• Uses service tools to diagnose problems and create reports.
• Identifies and resolves problems following documented procedures.
• Performs defined maintenance tasks and documents resolutions.
• Monitors service delivery against SLAs and updates records.
• Escalates unresolved incidents and follows up until resolution.
• Coordinates with clients, vendors and teams to expedite fixes.

Skills

Communication across cultures

Project planning

Active listening

Adaptability

Client focus

Vendor technologies knowledge

Networking fundamentals

Education

Bachelor's degree in IT or Computing

Networking certifications (CCNA, JNCIA, etc.)

Tools

Cisco

Juniper

Aruba

RiverBed

Job description

**Make an impact with NTT DATA**

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

**Your day at NTT DATA**

The Networking Remote Field Service Engineer (L1) is an entry level engineering role, responsible for operating in region and provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.

**Key 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.
• 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 update 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 with all the necessary.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

**Knowledge, Skills and Attributes:**

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
• Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.

**Academic qualifications and certifications:**

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

**Required experience:**

• 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.

**Workplace type** **:**

Remote Working

**About NTT DATA**

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

**Equal Opportunity Employer**

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.

**Description**

IT systems that work effectively keep Amazon's operations running at full speed. Our IT Support Engineers work behind the scenes to troubleshoot any issues and improve our systems, so that we can operate at our best. Your focus will be to make sure our IT infrastructure is up to the demands of our global business. At the same time, you'll get to work with the latest technology and learn from leaders who are creating the warehouse environments of the future.

Key job responsibilities

• Support end-user equipment and your building's IT infrastructure
• Help with key network projects, like the IT setup of new Amazon buildings
• Suggest new processes that improve the way Amazon uses IT in its operational sites
• Train and mentor IT technicians

A day in the life

You'll be based on site and will travel to other operational sites in your country, and potentially internationally, several times a month. As an IT Support Engineer, you'll work with remote and on-site colleagues to support them with any issues. You'll use your expertise to make sure our platforms are working at their best, often implementing projects to maintain or improve our IT infrastructure. In some cases, you may also help design the infrastructure for new buildings and make sure everything is working for the site launch.

About the team

Ops Tech Solutions (OTS) is the field IT organization responsible for first level troubleshoot of IT issues in our FCs, distribution centers and other sites.

Basic Qualifications

• Experience troubleshooting issues and root cause analysis
• Experience working in complex IT environments or equivalent
• Knowledge of IP networking fundamentals and extensive experience in the application of IP protocols
• Experience in network and operating system support
• Speak, write, and read fluently in Spanish and English at C1 level or above
• Valid EU driver's license

Preferred Qualifications

• Bachelor's degree
• Experience working in a fast-paced, rapidly changing operations environment
• Experience working in a customer-facing environment
• Experience in complex problem solving, and working in a tight schedule environment
• certification in an applicable field like A+, Net+, Sec+, CCNA, LPIC, Linux+, AWS certification
• Experience in Network protocols like DNS/DHCP/TCP, or experience in software development and experience in managing and troublshooting network

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( ) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.