Entry-Level Field Support Engineer – Cross Tech Delivery

Dimension Data Solutions Limited (Kenya); Singapore; On-site; SGD 30,000 - 54,000; Full time

Job summary

NTT DATA is seeking a Cross Technology Service Delivery Field Support Engineer (L1) to provide first-line remote and onsite technical support and field engineering services. You will resolve incidents, logging details and working to maintain zero SLA misses.

The role requires a Bachelor's in IT or Computing and relevant data centre/networking certs; collaboration with client environments and 3rd party vendors is common. On-site working with regional clients.

Qualifications

• Bachelor's in IT or Computing or related field.
• Associate certifications in data centre technologies (Cisco/NetApp/EMC).
• Associate networking certifications (Cisco/Juniper/Aruba/F5).
• Collaboration/voice certifications such as CCNA DC, MS700/MS720 advantageous.
• Entry level experience in collaboration tech and remote client support.

Responsibilities

• Provide first-line remote and onsite technical support.
• Configure and install client infrastructure and software per requirements.
• Log incidents with detail; escalation to L2 when needed.
• Coordinate with client IT environments, carriers and colleagues.
• Investigate root causes using knowledge articles.
• Respond to alerts and maintain SLA compliance.
• Document progress and resolutions in the ticketing platform.
• Assist with remedies and preventative measures.
• Handover procedures for shift changes to ensure service continuity.

Skills

Good communication skills

Ability to plan activities

Positive attitude under pressure

Willingness to work longer hours

Active listening skills

Client-centric mindset

Education

Bachelor's degree in IT or Computing

CCNA (DC) / Data Centre certs

Networking certs: Cisco/Juniper/Aruba/F5

MS/Webex voice certifications helpful

Tools

Cisco Data Centre tech

NetApp

EMC

Webex Calling

SBCs (AudioCodes)

Job description

NTT DATA is seeking a Cross Technology Service Delivery Field Support Engineer (L1) to provide first-line remote and onsite technical support and field engineering services. You will resolve incidents, logging details and working to maintain zero SLA misses.

The role requires a Bachelor's in IT or Computing and relevant data centre/networking certs; collaboration with client environments and 3rd party vendors is common. On-site working with regional clients.