Smart Hands Engineer

Dimension Data Solutions Limited (Kenya); United States; On-site; USD 85,000 - 115,000; Full time

Job summary

NTT DATA is a global technology services leader enabling client transformation through innovative solutions. The Collaboration Service Delivery Field Support Engineer (L2) provides second-line remote or onsite support and field engineering to ensure zero missed SLAs.

The role involves managing incidents, logging details, and coordinating with stakeholders to restore services efficiently. On-site work at client locations is required, with a focus on continuity and proactive problem resolution.

Qualifications

• Bachelor's degree in Information Technology or Computing or related field.
• CCNP Collaboration certification required; MS700 & MS720 advantageous; Webex Calling & Webex Contact Centre certification preferred.
• Moderate experience in Collaboration technologies: Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
• Moderate experience in technical support to clients.
• Moderate experience in diagnosis and troubleshooting.
• Moderate experience providing remote support in Collaboration technologies.
• Moderate experience with Cisco product stack, SBCs such as AudioCodes and Oracle, CUBE, Webex calling.
• Basic understanding of network routing and switching.

Responsibilities

• Ensures the client infrastructure is configured, installed, tested and operational.
• Installs and configures software as part of the solution per client requirements.
• Identifies problems and logs incidents with detail.
• Liaises with client IT environments, carriers and colleagues to diagnose and resolve issues.
• Investigates incidents to find root causes following knowledge articles.
• Responds to alerts and escalates to L3 when needed.
• Updates incidents with progress and resolution details in the system.
• Ensures timely, efficient resolution of incidents and requests.
• Applies tools and processes to track, log, and change configurations.
• Provides second line remote and onsite technical support to clients.
• Provides second line field engineering services to clients.
• Reports and escalates issues to third-party vendors as necessary.
• Follows handover procedures for shift changes to ensure continuity.

Skills

Communication

Planning

Resilience

Teamwork

Client focus

Education

Bachelor's degree in IT/Computing

Tools

CCNP Collaboration

MS700

MS720

Webex Calling

Webex Contact Centre

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.

Your day at NTT DATA

The Collaboration Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line remote and/or 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 Collaboration Service Delivery Field Support Engineer (L2) 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 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.

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.
• Relevant Collaboration technology certifications such as - Valid CCNP Collaboration certification required; Microsoft Voice certification (MS700 & MS720) advantageous; Valid Webex Calling & Webex Contact Centre certification preferred.

Required experience

• Moderate level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Collaboration technologies.
• Moderate level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.).
• Basic understanding of Network routing and switching.

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. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry so