Make an impact with NTT DATA
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Your day at NTT DATA
The Data Centre Remote Technical Support Engineer (L4) is an advanced 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.
- Carries out agreed maintenance tasks.
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
- Escalates unresolved incidents and follow up until incident is resolved.
- Documents and closes resolved incidents according to agreed procedures.
- 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
- Provides continuous feedback to clients and affected parties and updates all systems, portals and ticketing tools as prescribed by standard operating procedures.
- Aligns to company defined process and procedures in resolving client enquiries.
- Supports engineers during issues arising out of scheduled maintenance activities.
- Creates knowledge articles in incident diagnosis/resolution and assist with updating as and when required.
- Upgrades skills and enhance knowledge on latest products and technologies and complete required Certification.
- Documents client solutions and knowledge sharing with the internal/external stakeholder.
- Identifies operational//Technical risks and provide suitable mitigation.
- Analyzes and reviews repeat failures and work on permanent solution.
- 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 and Attributes:
- Advanced knowledge of technical documentation.
- Advanced knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
- Advanced knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
- Customer service orientated and pro-active thinker.
- Problem solver who is highly driven and self-organized.
- Excellent attention to detail.
- Excellent 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.
- Expert level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCIE (DC), ONTAPP.
- Expertise in two or more Data Centre technologies.
Required Experience:
- Advanced 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.).
- Advanced experience in technical support to clients.
- Advanced experience in diagnosis and troubleshooting.
- Advanced experience providing remote support in Data Center technologies.
- Advanced 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.
