System Safety Engineer

Airbus Defence And Space; Madrid; Remote; EUR 23,000 - 32,000; Full time

Job summary

NTT DATA is seeking a Networking Remote Field Service Engineer (L1) to operate in-region and provide remote technical support to clients by identifying and resolving incidents. The role aims to restore service and ensure zero missed SLAs through proactive incident management.

The engineer will maintain support processes, use assurance tools, diagnose problems, perform maintenance tasks, and update knowledge articles while coordinating with teams to deliver effective service recovery.

Responsibilities

• Maintains the support process and ensures requests for support are handled per procedures.
• Uses service assurance software/tools to investigate and diagnose problems; collects stats and creates reports.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and updates them as required.
• Monitors service delivery against SLAs and maintains relevant records.
• Analyzes service records against SLAs to identify actions to maintain or improve levels of service.
• Prioritizes and diagnoses incidents according to procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until resolved.
• Documents and closes resolved incidents per procedures.
• Maintains configuration items (CIs) and protects assets from changes.
• Investigates root causes remotely and assists with remedies and preventative measures.
• Maintains knowledge of specialisms and provides detailed advice.
• Ensures efficient resolution by coordinating product requests with the team.
• Provides continuous feedback to clients and updates systems and portals as prescribed.

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