Service Delivery Field Support Engineer (L1)

NTT DATA, Inc.; Jakarta Timur; Hybrid; IDR 89,280,000 - 133,920,000; Full time

Job summary

NTT DATA, Inc. is seeking a Networking Service Delivery Field Support Engineer (L1) in Jakarta Timur, Indonesia. This role involves providing professional onsite technical support and field engineering services to clients. Successful candidates should have a Bachelor's degree in Information Technology and entry-level experience in networking technologies. The position requires a client-first mindset and strong communication skills, and it offers a hybrid working environment.

Qualifications

• Entry‑level experience with networking technologies such as routing and switching.
• Entry‑level experience in technical support to clients.
• Entry‑level experience in diagnosis and troubleshooting.

Responsibilities

• Ensure assigned client‑site infrastructure is configured, installed, tested, and operational.
• Liaise with stakeholders to expedite diagnosis and resolution.
• Provide first‑line remote and onsite technical support to clients.

Skills

Good verbal and written communication skills

Ability to plan activities and projects

Strong active listening techniques

Adaptability to changing circumstances

Client‑first mindset

Education

Bachelor’s degree or equivalent in Information Technology

Associate‑level certification in networking technologies

Job description

Your day at NTT DATA

The Networking Service Delivery Field Support Engineer (L1) is responsible for providing professional first-line onsite technical support and field engineering service to clients. The role proactively identifies and resolves technical incidents and problems, managing incidents through to effective resolution while meeting all Service Level Agreement (SLA) conditions. The engineer handles standard and low‑complexity incidents, conducts routine tasks, and follows established practices and procedures.

Key responsibilities

• Ensure assigned client‑site infrastructure is configured, installed, tested, and operational.
• Install and configure software components according to client requirements.
• Proactively identify problems and errors, logging incidents promptly with required detail.
• Liaise with all stakeholders, including client IT environments, carriers, and colleagues, to expedite diagnosis and resolution.
• Investigate first‑line support calls, identify root causes, and follow knowledge articles.
• Respond to alerts and, if unresolved within the stipulated time, escalated to L2 Field Engineer.
• Update incidents with progress and resolution details in a timely manner using the required platform.
• Ensure efficient and comprehensive resolution of incidents and requests.
• Apply tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
• Investigate problems in systems, processes, and services, assisting with implementation of agreed remedies and preventative measures.
• Provide first‑line remote and onsite technical support to clients.
• Provide first‑line field engineering services to clients.
• Report and escalates issues to third‑party vendors when necessary.
• Follow handover procedures for shift changes to ensure service continuity.

To thrive in this role, you need to have

• Good verbal and written communication skills.
• Ability to plan activities and projects well in advance, adjusting for changing circumstances.
• Capability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Willingness to work hard and put in longer hours when necessary.
• Strong active listening techniques, such as paraphrasing, probing, and avoiding interruptions.
• Adaptability to changing circumstances.
• Client‑first mindset, understanding client requirements and creating a positive client experience throughout the journey.

Academic qualifications and certifications

• Bachelor’s degree or equivalent in Information Technology, Computing, or a related field.
• Associate‑level certification in networking technologies (e.g., Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA).

Required experience

• Entry‑level experience with 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

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. Join our growing global team and accelerate your career with us.