Cross Technology Service Delivery Field Support Engineer (L1)

About the role

NTT DATA is hiring an entry-level Cross Technology Service Delivery Field Support Engineer (L1). This is a first-line remote and/or onsite technical support and field engineering role that proactively identifies and resolves technical incidents so that service requests and resolution incidents meet zero SLA misses. The role manages standard, low-complexity incidents and routine tasks using readily available information and standard procedures.

Key responsibilities

• Ensure the assigned infrastructure at the client site is configured, installed, tested and operational, and that solution software is installed and configured to client requirements.
• Proactively identify problems and errors and log them in a timely manner with the required detail.
• Liaise with client IT environments, carriers and colleagues to speed up diagnosis and resolution.
• Investigate first-line support calls, identify root causes following knowledge articles, and respond to and diagnose alerts, escalating unresolved ones to the L2 Field Engineer.
• Update incidents with progress and resolution details in the required platform and follow handover procedures for shift changes.
• Track, log, report and correct configuration items, components and changes, and assist with agreed remedies and preventative measures.
• Provide first-line remote and onsite technical support and field engineering services, and report and escalate issues to third-party vendors when necessary.

Required profile

• Bachelor's degree or equivalent in Information Technology, Computing or a related field.
• Associate-level certification in data centre technologies (e.g., Cisco, NetApp, EMC) and networking technologies (e.g., Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA).
• Valid CCNA certification required; Microsoft Voice (MS700 & MS720) and Webex Calling certifications advantageous.
• Entry-level experience in collaboration technologies (call managers, voice gateways, call recording, scripting, messaging, VoIP, IP telephony), client technical support, diagnosis and troubleshooting, and remote support in collaboration technologies.
• Entry-level experience with relevant technology such as Cisco products, SBCs (AudioCodes, Oracle), CUBE devices and Webex calling.
• Entry-level understanding of network routing and switching.
• Good verbal and written communication, ability to work under pressure and in longer hours when needed, and a client-first approach.