Networking Service Delivery Field Support Engineer (L2)

NTT DATA BUSINESS SOLUTIONS; Mumbai; On-site; INR 900,000 - 1,400,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS is seeking a Networking Service Delivery Field Support Engineer (L2) to provide professional second-line onsite technical support and field engineering to clients. This role aims to resolve incidents promptly to meet zero missed SLA conditions and to manage standard and low complexity incidents.

The engineer will install, configure, test, and operate client infrastructure, proactively identify problems, and coordinate with stakeholders to expedite resolutions.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related.
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

Responsibilities

• Configure, install, test and operate client infrastructure.
• Proactively identify problems and log incidents with detail.
• Liaise with client IT environments, carriers and colleagues to expedite diagnosis.
• Investigate second line support calls to identify root cause of incidents.
• Provide second line remote and onsite technical support to clients.
• Escalate issues to 3rd party vendors when necessary.

Skills

Communication skills

Planning abilities

Positive attitude

Pressure handling

Active listening

Adaptability

Client focus

Education

Bachelor's degree or equivalent in IT/Computing

Networking certifications (Cisco, CCNP, Juniper, Aruba, F5)

Tools

Cisco gear

Juniper gear

Aruba gear

F5 devices

Job description

Job Summary

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

Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.

The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

The Collaboration Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key responsibilities

• Ensure that the assigned infrastructure at the client site is configured, installed, tested and
• 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 expediate 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, elevate 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.

To thrive in this role, you need to have

• Good communicate skills, both verbal and written.
• Ability to plan activities and projects well in advance and take in 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
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

Required experience

• Moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Networking technologies.
• Moderate level experience in relevant technology.

Workplace type

On-site Working