Data Centre Remote Field Service Engineer (L1)

nttlimited; Oregon; Remote; USD 42,000 - 62,000; Full time

Job summary

NTT DATA is seeking an entry‑level Data Centre Remote Field Service Engineer (L1) in Hillsboro, OR. The role provides remote technical support, identifies and resolves incidents, and drives resolution to meet SLA targets. You will work with Cisco, NetApp, EMC technologies and coordinate with clients and internal teams.

The position emphasizes incident analysis, documentation, and proactive maintenance while maintaining secure configurations and knowledge sharing across the organization.

Qualifications

• Bachelor’s degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in Data Centre technologies (Cisco, NetApp, EMC etc.).

Responsibilities

• Maintains the support process and ensures requests for support are handled per procedures.
• Uses service assurance tools to investigate and diagnose problems and creates reports.
• Identifies and resolves problems following approved procedures.
• Performs defined maintenance tasks and monitors service delivery against SLAs.
• Keeps knowledge articles updated and supports incident diagnosis and resolution.
• Logs incidents with required detail and coordinates with stakeholders to expedite resolution.

Skills

Communication across cultures

Project planning

Positive attitude

Working under pressure

Active listening

Adaptability

Client-focused

Vendor technologies knowledge

Education

Bachelor's or equivalent in IT/Computing

Associate cert in DC technologies (Cisco/NetApp/EMC)

Tools

Cisco

NetApp

EMC

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 Centre Remote Field Service Engineer (L1) is an entry level engineering role, operating in region and responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.

Location : 3825 NW ALOCLEK PL, Hillsboro, OR 97124

Key Responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritises and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until incident is resolved.
• Provides service recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identifies problems and errors prior to or when they occur.
• Logs all such incidents in a timely manner with the required level of detail with all the necessary.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Knowledge and Attributes

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance and takes into 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, EMC, Dell Avaya etc.
• Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.

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 call center routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc.).
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubles