Data Centre Field Support Engineer (L1)

Dimension Data Solutions Limited (Kenya); Texas; Hybrid; USD 26,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid time off

Life and AD&D insurance

Disability coverage

FSA/HSA program

Employee assistance program

Job summary

NTT DATA is seeking a Data Center Service Delivery Field Support Engineer (L1) to provide professional first-line onsite technical support and field engineering services to clients. The role focuses on identifying and resolving incidents, restoring services, and ensuring zero missed SLA conditions.

Responsibilities include configuring client infrastructure, installing software per requirements, and logging incidents with detailed information.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing.
• Associate level certification in Data Centre technologies such as Cisco, NetApp, EMC-Ex: CCNA (DC) etc.

Responsibilities

• Provides first-line onsite technical support and field engineering services.
• Restores service by managing incidents and resolutions to meet SLA.
• Liaises with client IT environments, carriers and colleagues to expedite diagnosis.

Skills

Communication

Planning

Positive attitude

Pressure management

Active listening

Adaptability

Client focus

Education

Bachelor's degree in IT/Computing

DC certifications (CCNA DC, etc.)

Tools

Nexus switches

MDS switches

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Data Center Service Delivery Field Support Engineer (L1) is an entry level engineering role, responsible for providing a professional first-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.

The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

The Data Center Service Delivery Field Support Engineer (L1) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key 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, escape 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 escape issues to 3rd party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.

To thrive in this role, you need to have:

• Good communicate skills, both verbal and written.
• Ability to plan activities and projects well in advance, and take in account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic qualifications and certifications:

• 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.

Required experience:

• Entry level experience in building, deploying and supporting data center networking infrastructure.
• Associate level knowledge of data center network equipment like Nexus and MDS series switching.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $19/hr - $24/hr. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

Workplace type :

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world's leading AI and digital infrastructu