Data Centre Remote Field Service Engineer (L1)

NTT Limited; Oregon; Remote; USD 39,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

401k with company match

Paid time off

Employee assistance

Flex spending

Job summary

NTT DATA in Hillsboro, Oregon is seeking a Data Centre Remote Field Service Engineer (L1), an entry level engineering role providing remote technical support and incident resolution to clients, with focus on restoring service and meeting SLAs.

Location: 3825 NW ALOCLEK PL, Hillsboro, OR 97124. Bachelor’s in IT/Computing and associate DC certifications preferred. Compensation starts at $28–$42 per hour, plus medical, 401k, PTO, and other benefits.

Qualifications

• Bachelor's degree in Information Technology or Computing or related field.
• Associate level certification in Data Centre technologies such as Cisco, NetApp, EMC (e.g., CCNA DC).
• Entry level experience in call center routing technologies, voice over IP, security/firewalls, networking, IT infrastructure, and remote data center support.

Responsibilities

• Maintain the support process and ensure requests are handled per procedures.
• Investigate and diagnose problems using service assurance tools and report findings.
• Identify and resolve problems following approved procedures.
• Maintain records of incident resolution and service performance against SLAs.
• Update knowledge articles and share insights for improving service delivery.

Skills

Cross-cultural communication

Project planning

Active listening

Adaptability

Client-focused

Pressure handling

Team collaboration

Communication

Education

Bachelor's degree in IT/Computing

Associate level certification in DC technologies (e.g., CCNA DC, Cisco, NetApp, EMC)

Tools

Cisco

NetApp

EMC

Avaya

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 troubleshooting.
• Entry level experience providing remote support in Data Center technologies.
• Entry level experience in relevant technology.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $28/hr- $42/hr. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

Benefits:

• 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
• additional voluntary or legally-required benefits

Workplace type: On-site Working

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.

We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.