Remote Data Center Field Engineer (L2)

nttlimited

Oregon

Remote

USD 44,000 - 68,000

Full time

2 days ago

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Job summary

NTT DATA in Hillsboro, OR seeks a Data Centre Remote Field Service Engineer (L2) to provide remote technical support, identify and resolve incidents, and ensure zero missed SLAs. The role emphasizes maintaining CI configurations, using service assurance tools, and coordinating with clients and vendors to drive resolutions.

Qualified candidates have a bachelor’s in IT or related field, and professional DC certifications.

Qualifications

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.

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.