Data Centre Service Delivery Field Support Engineer (L2)

NTT Limited; Virginia (MN); On-site; USD 70,000 - 100,000; Full time

Job summary

NTT DATA is seeking an on-site Data Center Service Delivery Field Support Engineer (L2) to provide professional second-line onsite technical support and field engineering services. The role involves configuring, installing, testing, and maintaining client site infrastructure while collaborating with client IT environments and vendors to resolve issues.

The candidate should have a Bachelor’s degree in IT or Computing, plus professional data centre certifications and experience with Nexus/MDS

Qualifications

• Bachelor’s degree or equivalent in Information Technology, Computing, or a related field.
• Professional level certification in data centre technologies (e.g., Cisco CCNP DC, NetApp, EMC, ONTApp).
• Moderate experience in building, deploying, and supporting data centre networking infrastructure.

Responsibilities

• Configure, install, test, and maintain client site infrastructure.
• Install and configure software as part of the solution according to client requirements.
• Proactively identify problems and errors, logging incidents with required detail.
• Collaborate with client IT environments, carriers, and colleagues to diagnose and resolve issues.
• Investigate second-line support calls, determining root causes using knowledge articles.
• Respond to and diagnose alerts; escalate to L3 Field Engineer when necessary.
• Update incidents with progress and resolution details in a timely manner using the required platform.
• Apply tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
• Investigate problems in systems, processes, and services; assist in implementing remedies and preventative measures.
• Provide second-line remote and onsite technical support to clients.
• Report and, if required, escalate issues to third-party vendors.
• Follow handover procedures during shift changes to ensure service continuity.

Skills

Verbal communication

Written communication

Planning skills

Resilience under pressure

Active listening

Client-centric mindset

Education

Bachelor’s degree in IT/Computing

Professional data centre certs (CCNP DC, NetApp, EMC, ONTAP)

Tools

Nexus switches

MDS switches

Server integration

Storage integration

Job description

Overview

The Data Center Service Delivery Field Support Engineer (L2) is a developing engineering role responsible for providing professional second‑line onsite technical support and field engineering service to clients. The engineer proactively identifies and resolves technical incidents, restores service, and ensures all requests, events, and incidents meet Service Level Agreement (SLA) conditions.

Key Responsibilities

• Configure, install, test, and maintain client site infrastructure.
• Install and configure any software that is part of the solution according to client requirements.
• Proactively identify problems and errors, logging incidents with required detail.
• Collaborate with client IT environments, carriers, and colleagues to diagnose and resolve issues.
• Investigate second‑line support calls, determining root causes using knowledge articles.
• Respond to and diagnose alerts; escalate to L3 Field Engineer when necessary.
• Update incidents with progress and resolution details in a timely manner using the required platform.
• Apply tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
• Investigate problems in systems, processes, and services; assist in implementing remedies and preventative measures.
• Provide second‑line remote and onsite technical support to clients.
• Report and, if required, escalate issues to third‑party vendors.
• Follow handover procedures during shift changes to ensure service continuity.

Qualifications

• Excellent verbal and written communication skills.
• Ability to plan activities and projects well in advance, accounting for changing circumstances.
• Positive outlook and resilience in a pressurized environment.
• Willingness to work long hours when necessary.
• Active listening skills: paraphrasing, probing, and avoiding interruptions.
• Client‑centric mindset, understanding requirements and creating a positive experience throughout the client journey.

Education and Certifications

• Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
• Professional level certification in data centre technologies (e.g., Cisco CCNP (DC), NetApp, EMC, ONTApp).

Experience

Moderate experience in building, deploying, and supporting data centre networking infrastructure. Intermediate knowledge of data centre network equipment such as Nexus and MDS series switches, and integration with server and storage technologies.

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.