Field Support Engineer - Cross Technology Service Delivery (Level 1)

As a Cross Technology Service Delivery Field Support Engineer (L1) at NTT DATA, your role is crucial in providing professional first-line remote and/or onsite technical support to clients. Your primary responsibility is to proactively identify and resolve technical incidents and problems, ensuring that all requests and resolution incidents meet Service Level Agreement (SLA) conditions. Key Responsibilities: - Configure, install, test, and ensure operational readiness of assigned infrastructure at client sites. - Install and configure software according to client requirements. - Identify problems and errors, log incidents with detailed information, and expedite diagnosis and resolution by liaising with stakeholders. - Investigate and identify root causes of incidents and problems, following knowledge articles. - Respond to alerts, escalate unresolved issues to L2 Field Engineer, and update incidents with progress and resolution details. - Track, log, report, and correct configuration items, components, and changes using tools, techniques, and processes. - Investigate system, process, and service problems, and assist in implementing remedies and preventative measures. - Provide first-line remote and onsite technical support and field engineering services to clients. - Report and escalate issues to 3rd party vendors when necessary. - Follow handover procedures for shift changes to ensure service continuity. Qualifications Required: - Bachelor's degree or equivalent in Information Technology or Computing. - Associate level certifications in Data Centre technologies (e.g., CCNA (DC)), Networking technologies (e.g., CCNA, JNCIA), and Collaboration technologies (e.g., Valid CCNA Certification, Microsoft Voice certification, Webex Calling certification). To thrive in this role, you need to have: - Good communication skills, both verbal and written. - Ability to plan activities and projects in advance, considering changing circumstances. - Positive outlook, ability to work well under pressure, and willingness to put in extra hours when necessary. - Active listening skills, adaptability, and client-centric approach in all interactions. About NTT DATA: NTT DATA is a global leader in business and technology services, committed to accelerating client success and driving responsible innovation. With expertise in AI, digital infrastructure, cloud, security, and more, NTT DATA helps organizations and society transition into the digital future confidently and sustainably. As an Equal Opportunity Employer, NTT DATA values diversity and provides an environment free of discrimination and harassment. Join NTT DATA to be part of a growing global team and accelerate your career in a culture that embraces diversity and innovation. Apply today to make a meaningful impact with NTT DATA. (Note: Company details and Equal Opportunity Employer section have been omitted as per instructions) As a Cross Technology Service Delivery Field Support Engineer (L1) at NTT DATA, your role is crucial in providing professional first-line remote and/or onsite technical support to clients. Your primary responsibility is to proactively identify and resolve technical incidents and problems, ensuring that all requests and resolution incidents meet Service Level Agreement (SLA) conditions. Key Responsibilities: - Configure, install, test, and ensure operational readiness of assigned infrastructure at client sites. - Install and configure software according to client requirements. - Identify problems and errors, log incidents with detailed information, and expedite diagnosis and resolution by liaising with stakeholders. - Investigate and identify root causes of incidents and problems, following knowledge articles. - Respond to alerts, escalate unresolved issues to L2 Field Engineer, and update incidents with progress and resolution details. - Track, log, report, and correct configuration items, components, and changes using tools, techniques, and processes. - Investigate system, process, and service problems, and assist in implementing remedies and preventative measures. - Provide first-line remote and onsite technical support and field engineering services to clients. - Report and escalate issues to 3rd party vendors when necessary. - Follow handover procedures for shift changes to ensure service continuity. Qualifications Required: - Bachelor's degree or equivalent in Information Technology or Computing. - Associate level certifications in Data Centre technologies (e.g., CCNA (DC)), Networking technologies (e.g., CCNA, JNCIA), and Collaboration technologies (e.g., Valid CCNA Certification, Microsoft Voice certification, Webex Calling certification). To thrive in this role, you need to have: - Good communication skills, both verbal and written. - Ability to plan activities and projects in advance, considering changing circumstances. - Positive outlook, ability to work well under pressure, and willingness to put in extra hours when necessary.