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NTT DATA
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Networking Remote Technical Support Engineer

Networking Remote Technical Support Engineer

NTT DATA

1 - 5 years

0 Lacs

karnataka

Posted:4 weeks ago| Platform: Shine logo

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Skills Required

technical documentation juniper riverbed customer service problem solving communication skills teamwork management agent concepts redundancy concepts remote console architecture vendor technologies cisco aruba analytical thinking

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Networking Remote Technical Support Engineer (L1) at NTT DATA, you will be responsible for providing professional remote technical support services to clients. Your role involves identifying and resolving technical incidents and problems to ensure the restoration of service for clients. Your proactive approach in service incident and resolution activities will drive incidents to effective resolutions, maintaining zero missed service level agreement (SLA) conditions. Key Responsibilities: - Maintain the support process and handle support requests according to procedures. - Utilize service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports. - Identify and resolve problems following agreed procedures, and carry out maintenance tasks. - Utilize knowledge articles in incident diagnosis and resolution, updating them as required. - Monitor service delivery against service level agreements, maintaining records of relevant information. - Analyze service records regularly to identify actions for maintaining or improving service levels. - Prioritize and diagnose incidents following agreed procedures, investigating causes and seeking resolutions. - Escalate unresolved incidents and provide service recovery after incident resolution. - Document and close resolved incidents according to agreed procedures. - Maintain secure, accurate, complete, and current configuration on configuration items. - Investigate and identify root causes of incidents remotely, assisting with agreed remedies and preventative measures. - Provide detailed advice on specific specialisms and ensure efficient resolution of incidents. - Provide continuous feedback to clients and update all systems, portals, and ticketing tools as per standard operating procedures. - Identify problems and errors proactively, cooperating with stakeholders to expedite diagnosis and resolution. Qualification Required: To thrive in this role, you need to have: - Working knowledge of technical documentation. - Knowledge of management agent concepts, redundancy concepts, and remote console architecture within the supported technical domain. - Familiarity with vendor technologies such as Cisco, Juniper, Aruba, RiverBed, etc. - Customer service-oriented with proactive thinking. - Strong problem-solving skills, attention to detail, analytical and logical thinking. - Excellent spoken and written communication skills. - Ability to work well with others in a team environment. Academic qualifications and certifications: - Bachelor's degree or equivalent in Information Technology or Computing or related field. - Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA, etc. Additional Details of the Company: NTT DATA is a trusted global innovator of business and technology services, investing over $3.6 billion annually in R&D. As a Global Top Employer, NTT DATA serves 75% of the Fortune Global 100 and is committed to helping clients innovate, optimize, and transform for long-term success. With diverse experts in more than 50 countries, NTT DATA offers business and technology consulting, data and artificial intelligence solutions, and digital infrastructure services. NTT DATA is part of NTT Group and headquartered in Tokyo.,

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Networking Remote Technical Support Engineer