Data Centre Remote Technical Support Engineer

TalentD; Bengaluru; Hybrid; INR 300,000 - 450,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NTT DATA in Bengaluru seeks an entry-level Data Centre Remote Technical Support Engineer to deliver remote technical support and incident resolution, aiming to restore services and meet SLAs. You will diagnose issues, coordinate with client IT teams, and maintain thorough incident records using ticketing systems.

The role emphasizes collaboration across vendors, knowledge article updates, and adherence to operational guidelines. A hybrid work model is in place.

Qualifications

• Entry-level exposure to networking, routing, switching, security, and voice technologies.
• Basic experience in technical support and troubleshooting.
• Exposure to remote support for data centre technologies and IT infrastructure environments.

Responsibilities

• Maintain support processes and ensure requests are handled according to procedures.
• Use service assurance tools to investigate issues, gather performance stats, and prepare reports.
• Identify, diagnose, and resolve incidents following established procedures.
• Carry out maintenance activities and support service improvement.
• Use and update knowledge articles for incident diagnosis and resolution.
• Monitor service delivery against SLAs and maintain accurate records.
• Analyse service records and initiate actions to improve levels.
• Escalate unresolved incidents and track to closure.
• Document and close incidents according to guidelines.
• Maintain accurate configuration item records and asset protection.
• Investigate root causes remotely and assist preventive measures.
• Coordinate with team members, vendors, and client IT teams to resolve issues.
• Provide regular updates to clients via ticketing systems and support portals.
• Log incidents with complete details in a timely manner.

Skills

Networking basics

Troubleshooting

Remote support

Technical documentation

Vendor knowledge

Team collaboration

Analytical thinking

Job description

Data Centre Remote Technical Support Engineer (L1)

NTT DATA is looking for an entry-level engineer to provide remote technical support services to clients by identifying and resolving technical incidents and problems. The role focuses on restoring services effectively while ensuring service level agreements (SLAs) are consistently achieved.

Key Responsibilities

• Maintain support processes and ensure requests are handled according to established procedures.
• Use service assurance tools to investigate issues, gather performance statistics, and prepare reports.
• Identify, diagnose, and resolve incidents following agreed procedures.
• Carry out maintenance activities and support continuous service improvement.
• Use and update knowledge articles for incident diagnosis and resolution.
• Monitor service delivery against SLAs and maintain accurate operational records.
• Analyse service records regularly and initiate actions required to improve service levels.
• Escalate unresolved incidents and track them until closure.
• Document and close incidents according to operational guidelines.
• Maintain secure and accurate configuration item records.
• Track and correct configuration information while ensuring asset protection.
• Investigate root causes remotely and assist in implementing preventive measures.
• Coordinate with team members, vendors, and client IT teams to resolve technical issues efficiently.
• Provide regular updates to clients through ticketing systems and support portals.
• Log incidents with complete and accurate details in a timely manner.

Knowledge and Skills

• Understanding of technical documentation and support procedures.
• Knowledge of management agents, redundancy concepts, and remote console architecture.
• Familiarity with technologies from Cisco, EMC, Dell, Avaya, and related vendors.
• Awareness of networking, security, storage, backup, virtualization, and infrastructure technologies.
• Strong analytical thinking and troubleshooting capabilities.
• Ability to work collaboratively with internal teams and stakeholders.

Required Experience

• Entry-level exposure to networking, routing, switching, security, and voice technologies.
• Basic experience in technical support and troubleshooting.
• Exposure to remote support for data centre technologies and IT infrastructure environments.

Work Environment

This role follows a hybrid working model.