Networking Service Delivery Engineer (L2) – Field Support

NTT DATA Deutschland; Seattle (WA); Remote; USD 55,000 - 61,000; Full time

Job summary

NTT DATA Services in Seattle, WA seeks a Networking Service Delivery Field Support Engineer (L2) to join our team in Seattle, WA. The role focuses on configuring, installing, and supporting complex networking infrastructures at client sites, with emphasis on quick problem identification and effective collaboration with client IT environments and vendors.

The candidate will provide second line remote and onsite technical support, participate in diagnosing incidents, and ensure timely resolution

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
• 3+ years of moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• 3+ years of 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.

Responsibilities

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
• Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalates to L3 Field Engineer when unable to resolve within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
• Provides second line remote and onsite technical support to clients.
• Provides second line field engineering services to clients.
• Reports and escalates issues to 3rd party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.

Skills

Good communication

Project planning

Positive attitude

Pressure tolerance

Willingness to work long hours

Active listening

Adaptability

Client focus

Education

Bachelor's degree in Information Technology or Computing

Networking certifications (Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP)

Tools

Networking technologies

Job description

NTT DATA Services in Seattle, WA seeks a Networking Service Delivery Field Support Engineer (L2) to join our team in Seattle, WA. The role focuses on configuring, installing, and supporting complex networking infrastructures at client sites, with emphasis on quick problem identification and effective collaboration with client IT environments and vendors.

The candidate will provide second line remote and onsite technical support, participate in diagnosing incidents, and ensure timely resolution