Data Center Field Support Engineer - Hybrid Tier 2

NTT DATA, Inc.; Texas; Ibrido; USD 28.000 - 41.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance with employer’s-con

Dental insurance with employer’s-con

Vision insurance with employer’s-con

401k with company match

Paid time off

Descrizione del lavoro

NTT DATA is seeking a Data Center Service Delivery Field Support Engineer (L2) to join our hybrid team. You will provide second-line onsite and remote technical support, identify root causes, and ensure incidents meet SLA targets while following standard procedures.

You will work with client IT environments, carriers and colleagues to diagnose, resolve and document issues, and you will escalate to L3 when needed. The role emphasizes reliability and proactive problem-solving.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Good communication skills

Project planning

Client-focused

Adaptability

Teamwork

Formazione

Bachelor's degree or equivalent in Information Technology or Computing or related field

Professional level certification in Data Centre technologies (e.g., Cisco, NetApp, EMC- Ex: CCNP (DC), ONTAP etc.)

Strumenti

Nexus & MDS switches

Data Center networking

Descrizione del lavoro

NTT DATA is seeking a Data Center Service Delivery Field Support Engineer (L2) to join our hybrid team. You will provide second-line onsite and remote technical support, identify root causes, and ensure incidents meet SLA targets while following standard procedures.

You will work with client IT environments, carriers and colleagues to diagnose, resolve and document issues, and you will escalate to L3 when needed. The role emphasizes reliability and proactive problem-solving.