Service Delivery Field Support Engineer (L1)

NTT Limited; Daerah Khusus Ibukota Jakarta; Hybrid; IDR 89,280,000 - 133,920,000; Full time

Job summary

NTT Limited is seeking a Networking Service Delivery Field Support Engineer (L1) in Jakarta, Indonesia. This position involves providing professional first-line onsite technical support, ensuring client site infrastructure is operational, and promptly resolving incidents to meet SLAs.

The ideal candidate will possess a Bachelor's degree in Information Technology and relevant certifications, with entry-level experience in networking technologies. The role offers a hybrid working environment.

Qualifications

• Good communication skills, both verbal and written.
• Positive outlook and resilience in a pressurized environment.
• Entry-level experience in networking technologies—routing, switching, wireless.

Responsibilities

• Ensure client site infrastructure is configured, installed, tested and operational.
• Proactively identify problems and errors, log incidents with required detail.
• Provide first-line remote and onsite technical support to clients.

Skills

Good communication skills

Client-focused attitude

Active listening techniques

Education

Bachelor’s degree in Information Technology or related field

Associate-level certification in networking technologies

Tools

Cisco

Juniper

CCNA

Job description

The Networking Service Delivery Field Support Engineer (L1) provides professional first-line onsite technical support and field engineering services to clients, proactively identifying and resolving technical incidents and problems. Its primary objective is to ensure all requests, process events and resolution incidents meet Service Level Agreements (SLAs).

Key Responsibilities

• Ensure client site infrastructure is configured, installed, tested and operational.
• Install and configure software solutions per client requirements.
• Proactively identify problems and errors, log incidents with required detail.
• Liaise with stakeholders—including client IT environments, carriers, and colleagues—to expedite diagnosis and identify resolution.
• Investigate first-line support calls, determine root cause using knowledge articles.
• Respond to and diagnose all alerts, escalating to L2 Field Engineer if resolution cannot be achieved within stipulated time.
• Update incidents with progress and resolution details in a timely manner using the required platform.
• Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigate problems in systems, processes and services; assist with implementation of agreed remedies and preventative measures.
• Provide first-line remote and onsite technical support to clients.
• Report and, if necessary, escalates issues to 3rd party vendors.
• Follow handover procedures for shift changes to ensure service continuity.

Qualifications and Experience

• Good communication skills, both verbal and written.
• Ability to plan activities and projects in advance, accounting for changing circumstances.
• Positive outlook and resilience in a pressurized environment.
• Willingness to work hard and extend hours when required.
• Active listening techniques—paraphrasing, probing, and avoiding interruptions.
• Client‑focused attitude, understanding client requirements and delivering positive client experiences.
• Bachelor’s degree or equivalent in Information Technology, Computing, or related field.
• Associate‑level certification in networking technologies (Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA, etc.).
• Entry‑level experience in networking technologies—routing, switching, wireless, SDI distribution, core and access layers.
• Entry‑level experience in technical support, diagnosis, troubleshooting, remote support, and relevant technologies.

Workplace type: Hybrid Working.

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.