Service Delivery Field Support Engineer (L2)

NTT DATA, Inc.; Jakarta Timur; Hybrid; IDR 525,210,084 - 875,350,140; Full time

Job summary

NTT DATA, Inc. in Jakarta Timur, Indonesia is looking for a Field Support Engineer (L2) to provide professional second-line technical support to clients. Responsibilities include ensuring proper configuration of infrastructure, troubleshooting issues promptly, and delivering exceptional client experiences. The position requires a bachelor's degree in IT, professional certifications in various technologies, and moderate experience in technical support and diagnostics. This role offers a hybrid working environment and values diversity, promoting equal opportunity for all employees.

Qualifications

• Bachelor's degree or equivalent in IT or related field.
• Professional certification in Data Centre technologies required.
• Moderate experience in Collaboration technologies.

Responsibilities

• Provide second-line remote and onsite technical support.
• Ensure infrastructure at client site is properly configured.
• Log and track incidents efficiently.

Skills

Good communication skills

Ability to plan activities

Ability to adapt to change

Client-focused interactions

Education

Bachelor's degree in Information Technology

Professional level certification in Data Centre technologies

Collaboration certifications

Tools

Cisco Technologies

Network Routing and Switching

Job description

The Cross Technology Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing professional second‑line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

This role restores service to clients through pre‑emptive incident and resolution activities, ensuring all requests, process events and resolution incidents meet the specified Service Level Agreement (SLA) conditions.

Key Responsibilities

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
• Investigates second‑line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalates to L3 Field Engineer when unable to resolve within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
• Provides second‑line remote and onsite technical support to clients.
• Provides second‑line field engineering services to clients.
• Reports and escalates issues to 3rd‑party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.

Required Skills

• Good communication skills, both verbal and written.
• Ability to plan activities and projects well in advance and take 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC – e.g., CCNP (DC), NetApp, ONTApp etc.
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
• Collaboration certifications such as Valid CCNP Collaboration Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; Valid Webex Calling & Webex Contact Centre certification.

Required Experience

• Moderate level experience in Collaboration technologies such as call managers, voice gateways, call recording, scripting, messaging, VOIP, IP telephony.
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Collaboration technologies.
• Moderate level experience in relevant technology (Cisco and its product stack, SBCs such as AudioCodes and Oracle, CUBE, Webex calling etc.).
• Basic understanding of network routing and switching.

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.