Data Centre Remote Technical Support Engineer Level 2

NTT DATA Global Delivery Services Ltd; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA is seeking a Data Centre Remote Technical Support Engineer (L2) to join our team in a hybrid working environment. You will remotely investigate incidents, diagnose root causes, and coordinate remediation with vendors and clients, ensuring adherence to service levels and proper documentation.

Ideal candidates hold IT/Computing degrees and relevant Data Centre certifications, with hands-on remote support experience and strong communication skills to provide timely updates to stakeholders.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing.
• Professional level certification in Data Centre technologies (Cisco, NetApp, EMC).
• Moderate level experience in call center routing, VOIP, Security/Firewall, Networking and IT infra.
• Moderate experience providing remote support in Data Centre technologies.
• Moderate experience in diagnosis and troubleshooting.

Responsibilities

• Maintains the support process and ensures requests are handled per procedures.
• Uses service assurance software and tools to diagnose problems and create reports.
• Identifies and resolves problems following agreed procedures.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Escalates unresolved incidents and follows up until resolution.
• Documents and closes resolved incidents per procedures.

Skills

Tech docs

Agent concepts

Vendor techs

Customer service

Problem solver

Attention to detail

Communication

Education

Bachelors in IT/Computing

DC certifications (CCNP DC/ONTAP)

Job description

Data Centre Remote Technical Support Engineer (L2)

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.

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, collect performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
• Identifies and resolve 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.
• Analyzes 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 diagnose incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follow 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 all the necessary.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Required Skills

• Working knowledge of technical documentation.
• Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
• Customer service orientated and pro-active thinking.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in group with colleagues and stakeholders.

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- Ex: CCNP (DC), ONTApp.

Required Experience

• Moderate level experience in call center routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc.).
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Data Centre technologies.
• Moderate level experience in relevant technology.

Workplace type: Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation.

We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.

Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 70 countries.

We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

Experience Level Senior Level