Make an impact with NTT DATA
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Your day at NTT DATA
The Data Centre Remote Technical Support Engineer (L1) is an entry level engineering role, responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
What you'll be doing
Key Responsibilities:
- Maintains the support process and ensures that requests for support are handled according to the procedures.
- Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
- Identify and resolve problems following agreed procedures.
- Carry out agreed maintenance tasks.
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyse 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 diagnose incidents according to agreed procedures.
- Investigate causes of incidents and seeks resolution.
- Escalate unresolved incidents and follow up until incident is resolved.
- Provide service recovery, following resolution of incidents.
- Document and close resolved incidents according to agreed procedures.
- Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
- Apply 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 investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
- Maintain knowledge of specific specialisms, provides detailed advice regarding their application.
- Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
- Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
- Identify problems and errors prior to or when they occur.
- Log all such incidents in a timely manner with the required level of detail with all the necessary.
- Cooperate with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Knowledge and Attributes:
- Working knowledge of technical documentation.
- Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
- Knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
- Customer service orientated and pro-active thinking.
- Problem solver who is highly driven and self-organized.
- Good attention to detail.
- Good analytical and logical thinking.
- Excellent spoken and written communication skills.
- Team player with the ability to work well with others and in group with colleagues and stakeholders.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC).
Required Experience:
- Entry 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.).
- Entry level experience in technical support to clients.
- Entry level experience in diagnosis and troubleshooting.
- Entry level experience providing remote support in Data Centre technologies.
- Entry level experience in relevant technology.
Workplace type:
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
