Service Delivery Field Support Engineer (L1)

NTT; Petaling Jaya; Hybrid; MYR 30,000 - 50,000; Full time

Job summary

A leading technology services firm is seeking a Cross Technology Service Delivery Field Support Engineer (L1) based in Petaling Jaya, Malaysia. This entry-level role offers a unique opportunity to provide technical support and field engineering services to clients. Candidates should possess a degree in IT or Computing and various associate-level certifications in Data Centre and Networking technologies. The position promotes a hybrid working environment, emphasizing innovation and client satisfaction.

Benefits

Inclusive company culture

Opportunities for growth

Diverse work environment

Qualifications

• Entry level experience in Collaboration technologies including VOIP and IP Telephony.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.

Responsibilities

• Ensure the infrastructure at the client site is operational and configured.
• Investigate first line support calls and find root causes of incidents.
• Provide first line remote and onsite technical support.

Skills

Good communication skills

Planning activities and projects

Positive outlook

Ability to work under pressure

Active listening techniques

Client-focused interactions

Education

Bachelor's degree or equivalent in Information Technology or Computing

Associate level certification in Data Centre technologies

Associate level certification in Networking technologies

Valid CCNA Certification

Tools

Cisco

NetApp

EMC

Microsoft Voice certifications

Webex Calling certification

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 (L1) is an entry level engineering role, responsible for providing a professional first‑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 (L1) 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 expedite diagnosis of errors and problems and to identify a resolution.
• Investigates first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalation to L2 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 first line remote and onsite technical support to clients.
• Provides first 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 communication 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.
• Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
• Collaboration certifications such as - Valid CCNA Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; and Webex Calling certification advantageous.

Required experience

• Entry level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Collaboration technologies.
• Entry level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.).
• Entry level understanding of Network routing and switching.

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 50 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. Apply today.

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