MS Services Engineer (L2)

NTT America, Inc.; Petaling Jaya; On-site; MYR 89,000 - 134,000; Full time

Job summary

NTT DATA is recruiting a Cross Technology Service Delivery Field Support Engineer (L2) in Petaling Jaya. You will provide second-line remote and onsite technical support, troubleshoot incidents, and drive resolution to meet SLA targets.

Key duties include configuring client infrastructure, installing software, liaising with stakeholders, and escalating to vendors when needed. Strong networking and collaboration certs are essential.

Qualifications

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

Responsibilities

• Ensures client infrastructure at site is configured, installed, tested and operational.
• Installs and configures software as part of the solution per client requirements.
• Proactively identifies problems and logs incidents with required detail.
• Liaises with client IT environments, carriers and colleagues to expedite diagnosis and resolution.
• Investigates second line support calls to identify root cause using knowledge articles.
• Responds to alerts and escalates to L3 when unresolved in time.
• Updates incidents with progress and resolution details in required platform.
• Ensures the efficient resolution of incidents and requests.
• Applies tools to track, log, and report configuration items and changes.
• Investigates problems in systems and assists with remedies and preventative measures.
• Provides second line remote and onsite technical support to clients.
• Reports and escalates issues to 3rd party vendors as needed.

Skills

Good communication skills

Plan activities and projects

Positive attitude under pressure

Active listening

Client-focused service

Remote and onsite support experience

Education

Bachelor's degree or equivalent in Information Technology or Computing

CCNP (DC) or equivalent Datacentre certifications

Networking certifications (Cisco, Juniper, Aruba, F5)

Collaboration certifications (Webex) advantageous

Tools

Cisco

NetApp

EMC

Webex

Job description

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.

Your day at NTT DATA

The Cross Technology Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line remote and/or 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 Cross Technology 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:

• 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 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- Ex: CCNP (DC), 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, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.).

• Basic understanding of Network routing and switching.

Workplace type :

On-site 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.