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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 Cross Technology Remote Technical Support Engineer (L1) is an entry level engineering role, responsible for operating within region and provides 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.

This role is proficient in two or more technology towers/domains, namely (but not limited to) Networking, Data Centre, Collaboration, Security and / or Cloud.

What you'll be doing

Key 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, working with users, other staff and suppliers as appropriate.

• 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, and initiates or reports these actions.

• 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.

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups.

• Ability to plan activities and projects well in advance and takes 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

• Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, EMC, Dell Avaya etc.

• Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.

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) etc.

• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.

• Associate level Certification in different Security Technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus such as CCNA, JNCIA, ACCA, PCNSA, CCSA etc.

• Associate level Certification in different Collaboration Technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus such as CCNA, MS-700 etc.

Required Experience:

• Entry level experience in technical support to clients.

• Entry level experience in diagnosis and troubleshooting.

• Entry level experience providing remote support in Data Centre/Collaboration/Security/Networking technologies.

• Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.

• Entry level experience in Security technologies such as Firewall, IPS, IDS, Proxy etc.

• Entry level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.

• 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.).

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.