Cross Technology Service Delivery Field Support Engineer (L2)

NTT America, Inc.; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

NTT DATA Singapore is seeking a Cross Technology Service Delivery Field Support Engineer (L2) to provide professional second-line remote and onsite technical support and field engineering to clients, proactively identifying and resolving incidents to restore service and maintain SLA commitments.

You will collaborate with client IT environments, carriers and colleagues to expedite diagnosis, log incidents, and coordinate with third-party vendors when needed.

Qualifications

• Bachelor's degree or equivalent in IT or Computing.
• Professional level certifications in Data Centre technologies such as CCNP DC; ONTAP.
• Professional level certifications in Networking (Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP).
• CCNP Collaboration and Webex Calling/Contact Centre certifications advantageous.

Responsibilities

• Ensure client infrastructure is configured, installed, tested and operational.
• Install and configure software as per client requirements.
• Log incidents with required detail and escalate when needed.
• Coordinate with client IT environments, carriers and colleagues for rapid resolution.
• Identify root causes from second-line analyses and follow knowledge articles.
• Respond to alerts and escalate to L3 when necessary.
• Update incidents with progress and resolution details in the system.
• Provide second-line remote and onsite technical support to clients.
• Escalate issues to third-party vendors and ensure handover for shift continuity.

Skills

Remote support

On-site support

Communication skills

Project planning

Customer focus

Active listening

Pressurized environment

Client experience

Education

Bachelor's degree in Information Technology or Computing

Tools

Cisco

NetApp

EMC/Storage

SBCs (AudioCodes, Oracle)

Webex (Collaboration tools)

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, 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 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 trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.