Networking Service Delivery Field Support Engineer (L2)

NTT DATA, Inc.; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

NTT DATA, Inc. is seeking a Networking Service Delivery Field Support Engineer (L2) in Mumbai, India. This developing engineering role involves providing second-line onsite technical support and resolving technical incidents for clients. Successful candidates will have a bachelor’s degree in IT or equivalent, along with moderate experience in networking technologies. Responsibilities include ensuring service continuity, managing incidents, and collaborating with stakeholders. Candidates should possess strong communication skills and a client-centric approach.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related.
• Moderate level experience in Networking technologies like routing, switching, etc.

Responsibilities

• Provide second-line onsite technical support and field engineering service.
• Manage incidents and ensure zero missed SLA conditions.
• Investigate and resolve technical incidents proactively.

Skills

Good communication skills

Ability to plan activities

Ability to work under pressure

Active listening techniques

Client-focused interactions

Education

Bachelor's degree in Information Technology or Computing

Professional certification in Networking technologies

Tools

Cisco

Juniper

Aruba

F5

CCNP

JNCIP

ACMP

Job description

Your day at NTT DATA

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, 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.

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 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
• 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

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.