Your day at NTT DATAThe Data Centre Remote Field Service Engineer (L2) is a developing engineering role, operating in region and is 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.
Locations: 3825 NW ALOCLEK PL, Hillsboro, OR 97124
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.
To thrive in this role, you need to have:- Developing knowledge of technical documentation.
- Developing knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
- Developing knowledge of vendor technologies, such as (but not limited to) 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.
- Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
Required experience:- Moderate 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.).
- Moderate level experience in technical support to clients.
- Moderate level experience in diagnosis and troubleshooting.
- Moderate level experience providing remote support in Data Center technologies.
- Moderate level experience in relevant technology.
NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $32/hr - $49/hr. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
Workplace type: On-site Working
