Networking Service Delivery Field Support Engineer (L1)

nttlimited; Michigan; On-site; USD 39,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Health Savings Account

Life insurance

Disability insurance

Paid time off

401k with match

Job summary

NTT DATA is seeking an entry-level Networking Service Delivery Field Support Engineer (L1) to provide on-site first-line technical support to clients, ensuring incidents are resolved to meet SLA and that infrastructure is configured and operational.

You will work with client IT environments, carriers, and vendors, handle routine tasks, and grow skills in routing, switching, wireless, and monitoring while adhering to standard procedures.

Qualifications

• Bachelor’s degree or equivalent in Information Technology or Computing or related field.
• Associate level networking certifications (Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA, etc.).
• Entry-level experience with networking technologies and technical client support.

Responsibilities

• Configure, install, test and operate client-site infrastructure.
• Install and configure software as required by the solution.
• Log incidents with detail and work with stakeholders to resolve.
• Liaise with client IT environments, carriers and colleagues to expedite diagnosis.
• Respond to alerts and escalate to L2 when needed.
• Provide first-line remote and onsite technical support and field engineering.

Skills

Routing

Switching

Wireless

SDI distribution

Troubleshooting

Education

Bachelor's degree in IT or Computing

Associate level networking certifications (Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA)

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.

These roles are located ONSITE in the following cities:DETROIT, MICHARLOTTE, NC

Your day at NTT DATA

The Networking Service Delivery Field Support Engineer (L1) is responsible for providing a professional first-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key 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 first line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalates to L2 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 first line remote and onsite technical support to clients.
• Provides first 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.

To thrive in this role, you need to have:

• Good communicate skills, both verbal and written.
• Ability to plan activities and projects well in advance, and take 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 client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

Required experience:

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

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.

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. W