Data Center Field Support Engineer - Onsite Service Delivery

NTT DATA, Inc.; Ashburn (VA); On-site; USD 75,000 - 100,000; Full time

Job summary

NTT DATA, Inc. is seeking a Data Center Service Delivery Field Support Engineer (L2) to provide professional second-line onsite technical support and field engineering services to clients.

The role emphasizes proactive incident management to ensure zero missed SLA conditions and reliable service delivery. Responsibilities include configuring client infrastructure, software installation, issue logging, and coordinating with stakeholders to expedite diagnosis and resolution, while maintaining

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.
• 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.

Skills

Good communication

Planning ability

Positive attitude

Work under pressure

Active listening

Education

Bachelor's degree in IT or Computing

Data Centre certifications (CCNP DC, ONTAP, etc.)

Tools

Cisco Nexus

NetApp ONTAP

EMC storage

Job description

NTT DATA, Inc. is seeking a Data Center Service Delivery Field Support Engineer (L2) to provide professional second-line onsite technical support and field engineering services to clients.

The role emphasizes proactive incident management to ensure zero missed SLA conditions and reliable service delivery. Responsibilities include configuring client infrastructure, software installation, issue logging, and coordinating with stakeholders to expedite diagnosis and resolution, while maintaining