Networking Remote Field Service Engineer (L2)

nttlimited; United States; Remote; USD 44.000 - 68.000; Vollzeit

Benefits dieser Stelle

Medical, dental and vision insurance

Zusammenfassung

NTT DATA in the United States is seeking a Networking Remote Field Service Engineer (L2) to deliver remote technical support, identify incidents, and restore services while meeting SLAs.

You will work with Cisco/Juniper/Aruba technologies, maintain configuration records, and coordinate with clients and vendors to resolve issues efficiently.

Qualifikationen

• Bachelor's degree in IT or Computing or related field.
• Professional level certification in networking technologies such as Cisco/Juniper/Aruba/F5/CCNP/JNCIP/ACMP.
• Moderate experience in networking technologies and remote client support.

Aufgaben

• Provide remote technical support to clients and identify incidents.
• Diagnose and resolve incidents to meet SLAs and uphold service levels.
• Maintain accurate configuration items and update knowledge articles as needed.
• Coordinate with vendors and internal teams to expedite resolutions.

Kenntnisse

Customer service

Problem solving

Communication skills

Team player

Analytical thinking

Attention to detail

Self-organized

Ausbildung

Bachelor's degree in IT or Computing

Networking certifications (Cisco/Juniper/Aruba/CCNP/JNCIP/ACMP)

Tools

Cisco

Juniper

Aruba

RiverBed

F5

Jobbeschreibung

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 Networking Remote Field Service Engineer (L2) is a developing engineering role within 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.

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.
• Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed 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 Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

Required experience:

• Moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Networking 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 spendin