Remote Data Centre Field Engineer - SLA-Driven Support

NTT DATA; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

NTT DATA is seeking a Data Centre Remote Field Service Engineer (L2) to provide remote technical support, identify incidents, and drive solutions ensuring SLA adherence. You will work with clients, vendors, and internal teams to resolve complex problems and maintain service quality.

You'll develop knowledge of vendor technologies (Cisco, EMC, Dell, Avaya, etc.), and apply best practices to prevent incidents while delivering efficient support and clear communication with stakeholders.

Qualifications

• Customer service oriented and pro-active thinking.
• Problem solver who is highly driven and self-organized.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in group settings.

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.
• 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.
• 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.

Skills

Customer service oriented

Problem solving

Excellent communication

Team player

Tools

Cisco

EMC

Dell

Avaya

Job description

NTT DATA is seeking a Data Centre Remote Field Service Engineer (L2) to provide remote technical support, identify incidents, and drive solutions ensuring SLA adherence. You will work with clients, vendors, and internal teams to resolve complex problems and maintain service quality.

You'll develop knowledge of vendor technologies (Cisco, EMC, Dell, Avaya, etc.), and apply best practices to prevent incidents while delivering efficient support and clear communication with stakeholders.