Data Center Field Engineer I — Onsite Install & Support

NTT America, Inc.; Austin (TX); Hybrid; USD 32,000 - 59,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid time off

Job summary

NTT DATA is seeking a Data Center Service Delivery Field Support Engineer (L1) in Austin for entry-level onsite technical support and field engineering to ensure rapid resolution of incidents and smooth service delivery. The role focuses on configuring, deploying and maintaining data center infrastructure and software per client requirements.

You will work in a hybrid environment, handling first-line remote and on-site support, escalating to L2 as needed, and contributing to zero SLA misses.

Qualifications

• 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.

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 first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalates 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.

Skills

Communication skills

Planning

Pressure resistance

Active listening

Adaptability

Client focus

Education

Bachelor's degree or equivalent in IT/Computing

Associate certification in Data Centre technologies (e.g., Cisco, NetApp, EMC)

Tools

Nexus switches

MDS switches

Cisco DC certification (CCNA DC)

Job description

NTT DATA is seeking a Data Center Service Delivery Field Support Engineer (L1) in Austin for entry-level onsite technical support and field engineering to ensure rapid resolution of incidents and smooth service delivery. The role focuses on configuring, deploying and maintaining data center infrastructure and software per client requirements.

You will work in a hybrid environment, handling first-line remote and on-site support, escalating to L2 as needed, and contributing to zero SLA misses.