Data Center Field Support Engineer (L2) – Onsite & Remote Support

NTT Ltd Group Services United Kingdom Limited; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

NTT DATA is looking for a Data Center Service Delivery Field Support Engineer (L2) to provide professional second-line onsite technical support and field engineering services to clients. You will proactively identify and resolve incidents, manage service requests, and ensure zero missed SLA conditions.

The role involves handling standard and low complexity incidents, conducting routine tasks, and following established practices.

Qualifications

• 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.

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.
• Reports and escalates issues to 3rd party vendors if necessary.

Skills

Communication skills

Planning

Under pressure

Active listening

Education

Bachelor's degree in IT or Computing or related field

Tools

Cisco

NetApp

EMC/ONTAP

Data Centre technologies

Job description

NTT DATA is looking for a Data Center Service Delivery Field Support Engineer (L2) to provide professional second-line onsite technical support and field engineering services to clients. You will proactively identify and resolve incidents, manage service requests, and ensure zero missed SLA conditions.

The role involves handling standard and low complexity incidents, conducting routine tasks, and following established practices.