Data Centre Remote Field Service Engineer (L2)

NTT Limited; Oregon; Remote; USD 40,000 - 68,000; 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

Health Savings Account

Job summary

NTT DATA is hiring a Data Centre Remote Field Service Engineer (L2) in Hillsboro, OR. The role focuses on delivering remote technical support, diagnosing incidents, and driving resolutions to meet SLA targets.

You will work with Cisco, NetApp and EMC technologies, maintain CIs, and coordinate with internal teams and clients to ensure seamless service delivery. The position requires relevant IT/Computing education and certifications, with strong problem solving and customer service skills.

Qualifications

• Bachelor's degree in Information Technology or Computing or related field.
• Professional level certification in Data Centre technologies (Cisco, NetApp, EMC).
• Moderate level experience in call center routing technologies, VOIP, security/firewalls and IT infrastructure.

Responsibilities

• Provide remote technical support to clients and identify and resolve incidents.
• Use service assurance software to diagnose problems and report performance statistics.
• Prioritize incidents and escalate unresolved issues to ensure SLA adherence.
• Maintain accurate records of incidents and configuration items (CIs).
• Collaborate with clients, vendors and internal teams to implement remedies.
• Keep knowledge articles up to date and contribute to problem management.

Skills

Technical documentation

Management agents

Remote console architecture

Cisco

NetApp

EMC

Customer service

Problem solving

Education

Bachelor's degree in Information Technology or Computing

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

Tools

Cisco gear

NetApp gear

EMC gear

Dell/Avaya gear

Service assurance tools

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 (L2) is a developing engineering role, operating in region and is 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.

Locations: 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.
• Prioritizes 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.

To thrive in this role, you need to have:

• Developing knowledge of technical documentation.
• Developing knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Developing knowledge of vendor technologies, such as (but not limited to) Cisco, EMC, Dell Avaya etc.
• Customer service orientated and pro-active thinking.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in group with colleagues and stakeholders.

Academic qualifications and certifications:

• 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.

Required experience:

• Moderate 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.).
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Data Center technologies.
• Moderate 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 $32/hr - $49/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.

• medical
• dental
• 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

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 infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

Join our growing global team and accelerate your career with us.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!