Service Delivery Manager

Eaton Group; Granada; Remote; EUR 25,000 - 35,000; Full time

Job summary

NTT DATA in Spain seeks an entry-level Networking Remote Field Service Engineer (L1) to join our regional team. You will provide professional remote technical support to clients, identify incidents, and work toward rapid resolution while adhering to SLA terms.

In this role you will use service assurance tools, document incidents, and follow established procedures to restore services and prevent recurrence. Growth opportunities exist as you gain experience across networks and client environments.

Qualifications

• Entry-level engineering profile required, with interest in networking and remote support.
• Strong problem-solving and communication skills.
• Willingness to learn and grow in network technologies.

Responsibilities

• Maintains the support process and ensures requests are handled per procedures.
• Uses service assurance tools to investigate and diagnose issues.
• Identifies and resolves problems following established procedures.
• Performs defined maintenance tasks and documents activities.
• Uses knowledge articles for incident diagnosis and updates as needed.
• Monitors service delivery against SLAs and keeps records up to date.
• Analyzes service records to improve performance and escalate when required.
• Prioritizes and diagnoses incidents per procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until resolution.
• Documents and closes resolved incidents per procedures.
• Maintains accurate configuration data for CIs and applies tracking tools.

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