Service Delivery Field Support Engineer (L2)

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Networking Service Delivery Field Support Engineer (L2) is responsible for providing a professional second-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.

Working at NTT

Key Roles and Responsibilities:

• Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
• Ensure that any software that is part of the solution is installed and configured according to client requirements
• Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
• Liaise with all stakeholders including client IT environments, carriers and NTT colleagues to expediate diagnosis of errors and problems and to identify a resolution
• Investigate second line support calls assigned and identify the root cause of incidents and problems following knowledge articles
• Respond to and diagnose all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time
• Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
• Ensure the efficient and comprehensive resolution of incidents and requests
• Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes
• Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
• Provide second line remote and onsite technical support to clients
• Provide second line field engineering services to clients
• Report and escalate issues to 3rd party vendors if necessary
• Follow the required handover procedures for shift changes to ensure service continuity

Knowledge, Skills and Attributes:

• Applies learned techniques, as well as company policies
• Works on problems of moderate scope, often varied and nonroutine where analysis requires a review of a variety of factors
• Focuses on providing standard professional advice and creating initial analysis for review
• Excellent 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 pressurised 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:

• Bachelors degree or equivalent in Information Technology or Computing or related
• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

Required Experience:

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

Skills Summary

Field Engineering, Incident Resolution, Information Technology Infrastructure Library (ITIL), Root Cause Analysis (RCA), Support Services, Troubleshooting

Workplace type:

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.