The Networking Remote Technical Support Engineer (L3) provides professional remote technical support to clients by identifying and resolving technical incidents and problems. This role focuses on pre-emptive service incident and resolution activities, driving incidents to effective resolution, and ensuring all requests, process events, and resolution incidents meet service level agreement (SLA) conditions.
Responsibilities
Maintain the support process and ensure that requests for support are handled according to procedures
Identify and resolve problems following agreed procedures
Carry out agreed maintenance tasks
Ensure usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information
Analyze service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiate or report these actions
Prioritize and diagnose incidents according to agreed procedures
Investigate causes of incidents and seek resolution
Escalate unresolved incidents and follow up until incident is resolved
Provide service recovery, following resolution of incidents
Document and close resolved incidents according to agreed procedures
Maintain secure, accurate, complete, and current configuration on configuration items (CIs)
Apply 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 investigate and identify root cause of incidents and assist with the implementation of agreed remedies and preventative measures
Maintain knowledge of specific specialisms, provide detailed advice regarding their application
Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures
Cooperate with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution
Create knowledge articles in incident diagnosis/resolution and assist with updating as and when required
Upgrade skills and enhance knowledge on latest products and technologies and complete required Certification
Requirements
Working knowledge of technical documentation
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Tailored applications submitted
Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed etc.
Customer service orientated and proactive thinker
Problem solver who is highly driven and self-organized
Great 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
Bachelor's degree or equivalent in Information Technology or Computing or related field
Professional level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.
Cisco Dev Net certification
Seasoned experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers
Seasoned experience in technical support to clients
Seasoned experience in diagnosis and troubleshooting
Seasoned experience providing remote support in Networking technologies
Seasoned experience in relevant technology
About the Company
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. The company is one of the world’s leading AI and digital infrastructure providers, with capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Its consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. NTT DATA employs experts in more than 70 countries and is part of NTT Group, which invests over $3 billion each year in R&D.
